Senior Customer Service Leader – Escalations & Ops (12-Month)

Ourmob.com.au Chemistry Pty; Hervey Bay; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid and flexible working

Wellbeing programs

Learning & development opportunities

Diversity & inclusion

Job summary

Unitywater is seeking a Head of Customer Service to lead the customer service function on a 12-month maximum-term contract. The role focuses on resolving complex issues and ensuring high-quality service across contact centre operations and related teams.

You will build a high-performing team, collaborate with internal stakeholders including Field Services and Engineering Solutions, and drive continuous improvement while balancing customer needs with commercial priorities.

Qualifications

• Tertiary qualification in Business, Commerce, Marketing or related discipline.
• Significant senior leadership experience in customer service operations.
• Experience managing complex, sensitive and long-running customer complaints and escalations.
• Proactive, solutions-focused approach with ownership across an enterprise.
• Influential relationship builder able to work with executive leaders and cross-functional teams.

Responsibilities

• Lead Unitywater’s Customer Service function on a 12-month contract.
• Resolve complex customer issues and manage escalations with a hands-on approach.
• Build strong stakeholder relationships to drive positive outcomes.
• Lead and develop a diverse team, fostering accountability and collaboration.
• Collaborate with internal teams (Field Services, Strategic Engagement and Engineering Solutions) to improve processes.

Skills

Senior leadership

Customer service ops

Escalations management

Stakeholder management

People leadership

Cross-functional collaboration

Regulatory understanding

24/7 service experience

Education

Tertiary qualification in Business, Commerce, Marketing or related discipline

Job description

Unitywater is seeking a Head of Customer Service to lead the customer service function on a 12-month maximum-term contract. The role focuses on resolving complex issues and ensuring high-quality service across contact centre operations and related teams.

You will build a high-performing team, collaborate with internal stakeholders including Field Services and Engineering Solutions, and drive continuous improvement while balancing customer needs with commercial priorities.