Team Leader Customer Services

Lower Murray Water; Mildura; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible work arrangements

Career development

Health and wellbeing initiatives

Inclusive team environment

Competitive salary under Enterprise A

Job summary

Lower Murray Water is seeking a capable Team Leader for Urban Customers to drive service excellence and lead a team of Customer Service Officers across multiple locations. You’ll coordinate resources, monitor performance, and foster a positive, high-performing culture while ensuring compliant processes and continuous improvement.

You’ll develop staff capability, report on service outcomes and support stakeholder relationships to deliver excellent customer experiences.

Qualifications

• You are an experienced people leader who enjoys developing others, driving performance and delivering excellent customer service outcomes.
• You thrive in a fast-paced environment, are highly organised and can confidently manage competing priorities.
• Extensive experience leading and managing people in a customer-focused environment.
• Strong written and verbal communication skills, including negotiation and conflict resolution.
• Experience setting, monitoring and reporting on KPIs.
• An ability to interpret and apply legislation, customer charters and compliance requirements.
• Experience managing internal and external stakeholder relationships.
• Demonstrated experience building positive team cultures and leading by example.
• Experience identifying and implementing process improvements.
• Strong customer management system and database skills.

Responsibilities

• Coordinating customer service resources across multiple locations.
• Leading, coaching and developing a team of Customer Service Officers.
• Monitoring team performance and supporting achievement of service objectives and KPIs.
• Overseeing customer service processes to ensure consistency, accuracy and compliance.
• Preparing reports and providing updates on team and service performance.
• Identifying and implementing process improvements to enhance customer outcomes and operational efficiency.
• Building strong relationships with internal and external stakeholders.
• Supporting a collaborative, positive and solutions-focused team culture.

Job description

Lead Customer Service Excellence Across Our Communities

Join Lower Murray Water and play a key role in leading our Customer Service team to deliver high-quality customer experiences across multiple locations. We're seeking an experienced and people-focused Team Leader Urban Customers to drive service excellence, support team development and contribute to continuous improvement across our Customer Services function.

About the Role

Working within our Customer Services team, you'll lead a team of Customer Service Officers across multiple locations, ensuring effective service delivery, operational efficiency and high standards of customer support. You'll be responsible for coordinating resources, monitoring performance and fostering a positive, high-performing team culture.

You’ll also play an important role in developing staff capability, improving business processes and ensuring compliance with legislative, statutory and organisational requirements. Working closely with internal and external stakeholders, you’ll help drive continuous improvement and exceptional customer outcomes.

What You'll Be Doing

• Coordinating customer service resources across multiple locations.
• Leading, coaching and developing a team of Customer Service Officers.
• Monitoring team performance and supporting achievement of service objectives and KPIs.
• Overseeing customer service processes to ensure consistency, accuracy and compliance.
• Preparing reports and providing updates on team and service performance.
• Identifying and implementing process improvements to enhance customer outcomes and operational efficiency.
• Building strong relationships with internal and external stakeholders.
• Supporting a collaborative, positive and solutions-focused team culture.

About You

• You are an experienced people leader who enjoys developing others, driving performance and delivering excellent customer service outcomes. You thrive in a fast-paced environment, are highly organised and can confidently manage competing priorities.
• You’ll bring strong leadership skills, sound judgement and a commitment to fostering a positive and high-performing workplace culture.
• Extensive experience leading and managing people in a customer-focused environment.
• Strong written and verbal communication skills, including negotiation and conflict resolution.
• Experience setting, monitoring and reporting on KPIs.
• An ability to interpret and apply legislation, customer charters and compliance requirements.
• Experience managing internal and external stakeholder relationships.
• Demonstrated experience building positive team cultures and leading by example.
• Experience identifying and implementing process improvements.
• Strong customer management system and database skills.

Why Join Us?

At Lower Murray Water, we value diverse perspectives and support our people to grow. We offer:

• Flexible work arrangements where operationally appropriate.
• Professional development and career growth opportunities.
• Health and wellbeing initiatives, including EAP support.
• A supportive and inclusive team environment.
• Opportunities to influence customer experience and service delivery across the organisation.
• Competitive salary and benefits under our Enterprise Agreement.

Diversity, Equity & Inclusion

We encourage applications from people of all backgrounds and experiences. If you're interested in this role but don't meet every requirement, we still encourage you to apply. We value transferable skills, diverse perspectives and different career pathways.

Applicants must have the right to work in Australia. Appointment is subject to a National Criminal History Check and fit-for-work assessment.

Applications close at 5pm Wednesday 11 November 2026.