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March

Business Customer Services Manager

City West Water - Melbourne, VIC

Government, Defence & Emergency
Source: uWorkin

JOB DESCRIPTION

  • Be part of the transformation of Business Customer Services and the integration to Greater Western Water
  • Play a pivotal role in the strategic development and delivery of the customer service strategy for business
  • Join a diverse, collaborative senior leadership group

The organisation

City West Water is privileged to service one of the fastest growing regions in Melbourne. More than one million people rely on us each and every day to provide safe, efficient and affordable services across the CBD, inner suburbs and the vibrant communities of the west.

Together with Western Water, we are creating a new water corporation called Greater Western Water that will service the city, the fast-growing area west of Melbourne and surrounding communities.

From 1 July 2021, Greater Western Water will bring together the best of both water businesses to enhance customer service and water security and provide more affordable services for our communities. With an expected 100,000 new customers over the next 10 years, Greater Western Water will also offer new job opportunities as we increase our capacity to meet future demand.

The opportunity

This position will see you provide dynamic leadership to a large and multi-disciplinary team that provides leading edge service delivery across City West Water’s Business Customer Segment (non-residential). The team play an integral role in managing customer relationships and places safety at the forefront through trade waste services balancing the risks (safety of sewer works, environment, sewerage assets, treatment plants and recycled water) with customer needs and partnering with our Infrastructure & Delivery group.

The role looks to make continual improvements in customer support, achieved through keeping abreast of technological changes and providing innovative solutions to position us at the leading edge of utility service delivery and superior customer experience.

The role aligns to our strategic objectives and recognises the interactions and experiences we have with our business customers is of utmost importance in building and enhancing our image and reputation.

What You’ll Bring To The Role
  • Solid experience in leading, managing and coaching large, multi-disciplinary, diverse technical service teams
  • Demonstrated experience in change management and delivering transformation programs
  • Experience in strategy development from vision, concept, creation to delivery and results to move from a segmented operating model to a shared services model
  • Service background and technical compliance experience preferably from the water sector
  • A customer first mindset with a focus on continuous improvement
  • Technical experience (science, engineering, water) is not essential as you will be supported by a large multi-disciplinary technical team, but would be advantageous

We know diversity at City West Water is good for our people, good for our customers and good for our business. We are committed to building an inclusive working environment and welcome applications from First Nations people, people from across all life stages, people with disability and who identify as LGBT+ and those from culturally and linguistically diverse backgrounds.

If you have any support or access requirements, we encourage you to advise us at the time of the application so we can assist you through the recruitment process.

The role will initially commence as a work from home (WFH) arrangement and will require you to have reliable internet connectivity so you can access City West Water applications required to fulfill the role accountabilities. The WFH arrangement is non-permanent, flexible, and based on both the individual's and Team/Business changing needs and is initially negotiated on beginning your role with City West Water. Thereafter, it is renegotiated and changed as often as the individual and the Business agree to do so, and also in compliance with State government directions on COVID Safe working practices.

For a position description click here.

Applications should include a resume and cover letter outlining your skills, experience, and suitability for the role. Shortlisted candidates will be contacted and may be asked to submit a short video to support their application.

You can watch our careers video to find out why City West Water is a great place to work. Our benefits, policies and the great work we do in the community can all be viewed at WORK180.

Let’s keep the conversation going, applications for this role close at 11:59pm on 11 April 2021.

Applicants must be eligible to work in Australia and have a satisfactory police check.

We exist for our customers and to benefit our community

Melbourne, VIC

Government, Defence & Emergency




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