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Manager Customer Service

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Job Number:
979529
Work type:
Permanent Full Time
Location:
Melbourne - Docklands
Categories:
Management, Other, Strategy
Who we are
 
In Melbourne, water is essential to our way of life.
 
As caretakers for Melbourne’s water cycle, we care for water, life and land throughout Melbourne: both its people and its biodiversity.
Each time you drink from the tap, flush a toilet, run through a backyard sprinkler, or kayak down the Yarra we’re there. Primed and ready, quietly delivering some of the world’s cleanest water for over five million residents and wildlife that call Melbourne home, just as we have for over 130 years.
 
If you value making it count, diving in with curiosity, and doing what’s right, you're in the right place.
 
About the Role
 
Reporting to the Head of Customer Focus, this is a pivotal role within the Customer Focus Team. The Manager Customer Service is accountable for managing operational customer service function to deliver efficient, transparent service interactions, that enhance customers experiences and drive ongoing Reputation and Customer Satisfaction improvements.
  • Manage customer interaction entry points and service/application processes to deliver efficient and valuable customer products and services including performance reporting
  • Manage escalated customer issues and complaints across the organisation to resolution
  • Manage customer service and reception functions
  • Resourcing and processing capacity to meet fluctuations in customer demand
  • Driving continuous improvement opportunities including digital solutions which increase customer self-service, improve management of high volume, low value requests/transactions and overall improve customer experiences when interacting with Melbourne Water

For further information please review the attached Role Mandate

About you:
  • Customer-First Mindset — You are passionate about delivering great experiences and outcomes for customers and championing the customer voice in decision making.
  • Strong Leadership skills – You are an empathetic & authentic leader who builds trusted relationships, leads with care, and fosters a positive, accountable team culture.
  • Advanced Communicator & Influencer — You engage effectively across all levels, translating complex issues simply and respectfully, always with the best customer outcome in mind
  • Solutions & Improvement Focused — Tou are a proactive problem solver who drives continuous improvement and innovation using data and customer insights.
  • Resilient, Adaptable & Results Driven — You are calm under pressure, embraces change, and takes ownership for delivering outcomes.
Why join us:
 
At Melbourne Water, we care deeply about water and the life it sustains. 
 
Our team is inspired by passion and purpose, with an unwavering commitment to safety. We are on a mission to protect every Melburnian’s way of life, one drop at a time.   
 
We don’t just talk about flexible working - we live it. Our culture of purpose, safety, results, and learning flows through everything we do. We're dedicated to doing what's right, and this commitment extends to the meaningful work we do in a supportive and inclusive culture that encourages you to make the most of your talents.  
 
Our long-standing commitment to Diversity, Inclusion, and Belonging means that Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, people living with disability, mature age and young jobseekers from all cultures can apply with confidence knowing they are safe, affirmed, and celebrated.  
 
If you’re curious, action-orientated, outcomes-focused, and passionate about public resources, community, and the environment, we'd love to receive your application and learn if you could be a great fit. 
 
How to Apply
Click the 'Apply Now' button below and complete our online application form.
 
Closing date: Monday 28th April 2025 at 11:55pm AEST

 

Advertised:
AUS Eastern Standard Time
Closing:
AUS Eastern Standard Time

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