Manager Customer Experience

We are seeking a highly skilled and experienced Manager Customer Experience with a proven track record of successfully elevating customer experience, ensuring that customers receive excellent service and support. As the Manager Customer Experience, you will be instrumental in managing a team of dedicated customer service employees that strive to deliver an exceptional customer experience.

This highly valued position within North East Water is a member of our Senior Leadership Team and provides regular reporting to the executive team and Board.

Your responsibilities will include overseeing day-to-day operations, ensuring high service quality, driving continuous improvement to enhance our customers’ journey, analysing data and customer insights, reporting and ensuring a high degree of collaboration with stakeholders.

This role is a full-time, ongoing opportunity, including a monthly RDO and flexible work options.

About you

• Operational and strategic leadership experience in a contact centre/ billing system and support environment
• A dedication to maintaining excellent customer service standards
• A strong analytical mindset for tracking and reporting on KPIs and regulatory standards
• A proven ability to foster excellent working relationships with colleagues and stakeholders in the pursuit of continually improving our customer experience.

To view the position description, please visit www.newater.com.au/careers

Key Selection Criteria

1. Your tertiary qualification/s in a relevant discipline and your significant experience in customer experience management, including senior-level roles.
2. Your proven experience in leading teams at a senior level.
3. Your excellent strategic thinking and the ability to develop and implement customer experience strategies aligned with organisational objectives.
4. Your experience interpreting and analysing data that informs actions and strategy.
5. Your excellent communication, interpersonal and presentation skills.
6. Your digital platform / channel experience (highly regarded).
7. Your benefits realisation / impact assessment experience (highly regarded).

Why work with us?

A great place to work with careers that make a difference!

North East Water is an equal opportunity employer. We value and embrace diversity and are committed to providing an inclusive, supportive and safe environment for all people.

We’re committed to providing a respectful, inclusive, and equitable environment, and offer a range of benefits to our people, including:

• Our state-of-the-art regional headquarters (with our fabulous atrium),
• Great work-life balance with a wide range of flexible working arrangements,
• Professional development through on-the-job and external training, leadership development programs, mentoring and secondment opportunities,
• Annual salary increases and superannuation,
• Wide variety of leave types including 1 paid day off per month to use as you choose and paid parental leave,
• Health and wellbeing activities and initiatives,
• 24/7 wellbeing support through our Employee Assistance Program (EAP),
• Social club,
• Bring your dog to work,
• plus much, much more!

Position Information 

• A guide total remuneration package of $161,675 including superannuation.
• This is a full time, ongoing position.
• Successful applicants will be required to undertake pre-employment checks including a police check and/or pre-employment medical and functional testing where applicable.
• Applicants must have the right to work in Australia. 

If you have any position enquiries, please do not hesitate to contact Marni Jones, General Manager Customers and Culture on 0419 773 287 or hr@newater.com.au

How to Apply

For your application to be considered, please apply via our website www.newater.com.au/careers

• Please ensure to include a copy of your resume, cover letter and your key selection criteria responses with your application.

Please note that applicants may be contacted and/or interviewed prior to the closing date of this advertisement.

Applications close 11:59pm Sunday 15 September 2024.

We’re committed to creating a comfortable and inclusive environment for all candidates. If you require specific supports or modifications during the recruitment process, please contact hr@newater.com.au in advance so we can make any necessary adjustments.

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