General Manager Customer Experience – City West Water

Job Title: General Manager Customer Experience – City West Water
Location: Melbourne
Salary: Competitive
Start Date: 2019-09-04
Reference: JO-1909-97465
Contact Name: Paris Plompen
Contact Email:
Job Published: September 05, 2019 16:04

Job Description

  • Join this Dynamic Executive Team Focused on Enhancing Customer Experience
  • Improve Liveability in Melbourne’s CBD and Western Suburbs
  • Footscray Location with Flexible Working Arrangements
City West Water (CWW) is a large retail distribution business in metropolitan Melbourne, providing drinking water, trade waste, recycled water, stormwater harvesting and sewerage services to over 1 million customers and 45,000 businesses in Melbourne CBD and the growing western suburbs. The organisation is renowned for providing excellent customer service to its diverse customer base, but is striving to further enhance their performance across all engagement channels, truly lifting customer experience to the next level.

Reporting to the Managing Director and forming a critical part of the leadership team, you will ensure that CWW delivers exceptional services to both residential and business customers across the major contact channels, including a multi-skilled customer contact centre, face to face engagement, digital services, credit and hardship programs. This role will drive innovation across the team, with a key deliverable to enhance service delivery and opportunities for customer self-service through digital channels. The success of the role has a major impact on City West Water’s customer experience, image, brand and reputation and drives a culture that places customers first, focuses on high performance and creates the organisations next group of leaders.
Leading a large and multi-dimensional team across a range of functions, you will promote a culture that drives innovation and is focused on maximising value for the organisation and customers. As GM Customer Experience, you will constantly be looking to innovate and improve service delivery through first contact resolution and streamlined processes to create efficiencies, ensure a superior customer experience and build strong customer relationships.
With a proven track record for delivering exceptional customer service in large contact centre environments, you are known as an authentic leader who builds trust and credibility through your engaging style. You have experience establishing high performing teams and have delivered digital projects that focus on the customer needs and single points of customer resolution. Familiarity with billing or customer credit would be ideal but not essential.
Excited by an opportunity to be part of a dynamic leadership team and truly improve livability for a large population of Victoria, you can’t pass up this opportunity!     
City West Water prides itself on its diverse workforce, with a state of the art head office located in a vibrant and bustling community. Additionally, CWW offers a range of benefits to its employees including wellbeing initiatives, leave options, family caring benefits and discounted public transport. The successful candidate will be offered an attractive executive remuneration package.
To apply for the role please email your resume to quoting reference number JO-1909-97465 in the subject line of your email. For further information or a confidential discussion please call Seamus Scanlon on 03 9929 9589 or Jarrod McLauchlan on 03 9929 9515 or for a copy of the Position Description please email