Manager Customer Experience - South Gippsland Water

Job Title: Manager Customer Experience - South Gippsland Water
Contract Type: Permanent
Location: South Gippsland, Victoria
Salary: Negotiable
Reference: JO-2005-100283_1588649078
Contact Name: Paris Plompen
Contact Email:
Job Published: May 05, 2020 13:24

Job Description

  • Newly created role leading enterprise Customer Experience Strategy
  • $130,000 plus 9.5% superannuation
  • Benefits of a regional lifestyle with flexible working options available

South Gippsland Water (SGW) is a proactive service provider responsible for water and wastewater service provision for over 30,000 customers. We aim to contribute to economic development and provide environmentally sustainable water and wastewater services, in a way that benefits our customers and the wider community in the Region. SGW routinely delivers strong customer satisfaction results within the Victorian Water Sector. This newly created role provides the opportunity to build on those.

Reporting to the General Manager People, Culture and Customer, this role will lead thought and people in developing and implementing a whole of enterprise SGW Customer Experience Strategy. The Strategy is aimed broadly at delivering more of what SGW customers value in the way they interact with the organisation and access products and services, including a focus on a support program that responds to customers experiencing hardship and other barriers to accessing products and services. Integral to delivery of an improved customer experience is leadership of a multi-functional team. You will constantly be looking to innovate and improve through sector collaboration, customer engagement and digitisation and increased self-service options that enhance customer experience, whilst delivering outcomes that reduce the cost to serve and build strong customer relationships.

With significant experience delivering enterprise wide customer outcomes, you are known as an authentic leader who builds trust and credibility through your calm and open style. You have experience building collaborative, high performing teams whilst leading them through change, including the delivery of policy, process and technology improvement projects that focus on the customer needs. You will have managed diverse internal and external stakeholder relationships across service delivery organisations such as customer service, billing, field and technical teams, community groups, government, industry and regulators. Familiarity with billing or customer relationship management systems in aligned sector or environment would be highly regarded but not essential.

South Gippsland Water is an equal opportunity employer and is committed to promoting a diverse, inclusive and flexible work environment.

For a confidential discussion, please contact Natasha Diamond on 0412 822 348 or Seamus Scanlon on 0455 118 868 from Davidson who are partnering with SGW on this search.

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