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Team Leader Customer Service

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Job Number:
979561
Work type:
Permanent Full Time
Location:
Melbourne - Docklands
Categories:
Administration & Support, Communications, Education & Marketing, Management

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 Manager of Customer Service this is a pivotal role within the Customer Focus team As the Team Leader Customer Service you will be responsible for the management and leadership of Melbourne Water’s Customer Service Centre. 
This team plays a critical role in delivering frontline customer service to ensure MW is responsive, transparent, and easy to deal with, in the delivery of our services and experiences for our customers.
 
This role will drive a customer centric approach to frontline customer service in line with the Customer Strategies, Customer Charters, and Customer Service Commitments. The role will support the Customer Focus Team to identify and drive continuous service improvements throughout Melbourne Water.
  • Provide strong leadership and develop and coach team members in the provision of high-quality services. 
  • Manage and lead the CSC, front facing customer team and driving best practice customer service to other key business teams.
  • Collaboratively drive results to achieve service targets as defined by the business
  • Continuous improvement to processes, people, and technology to improve service delivery effectiveness and customer experience using insights and data.
  • Represent the CSC proactively within the business to ensure engagement and consistent understanding of the role all play in servicing the customer.
  • Manage and train the team and other business teams to continuously drive improvement in customer experience standards through customer research and benchmarking activities.
  • To ensure the accuracy of customer data and requests that are entered into relevant systems to support the request process for information, advice and applications submissions as required.
For more information, please see the attached Position Description

About you:

  • Experience in a team leader, coaching or supervisor role with the ability to drive performance, team goals and customer orientation. 
  • Proven experience of call centre technologies, workforce planning systems and CRM systems
  • Experience in Utilities or Local Govt contact centres would be beneficial.
  • Demonstrated success in planning, building and leading high performance customer contact teams.
  • Demonstrated workforce planning, identifying improvements to drive efficiencies, experience managing escalated customer interactions.
  • Excellent people skills and the ability to build and influence strong collaborative working relationships with internal and external stakeholders.
  • Demonstrated ability to effectively execute and manage workflows.
  • Excellent organisation and time management skills including ability to meet tight deadlines and work under pressure.
  • Ability to provide constructive feedback and experience in resolving conflict.

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 do not 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 enthusiastic 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: Sunday 8th June at 11:55pm AEST
Advertised:
AUS Eastern Standard Time
Closing:
AUS Eastern Standard Time

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