Coordinator, Customer Experience

Central Highlands Water is a major regional employer, and we want you to join us!

An exciting ongoing opportunity as a Coordinator, Customer Experience in the Central Highlands Region! Be a part of a diverse, collaborative and supportive team-based environment.

About us

At CHW we provide drinking water, sewerage, trade waste and recycled water services to residents and businesses in the Central Highlands region of Victoria. We are a public sector employer with a proud history spanning more than 150 years of supporting regional prosperity through service excellence.

Central Highlands Water is a growing business which strives to create a thriving and sustainable region by providing the highest quality water related service to our diverse customer base. This opportunity is a vital role to shape the future of how our services support our community.

The opportunity

The Coordinator, Customer Experience is responsible for leading and coordinating the day-to-day operations of our Customer Experience teams consisting of Customer Experience Officers, Credit Management and Customer Assistance with a passion for exceeding customer expectations in service delivery.

You will coordinate the end-to-end customer service-related processes whilst continuing to identify opportunities and execute targets and campaigns to maximise customer satisfaction and value and to fulfil the key performance indicators of the team and the organisation.

About you

Safety is our No. 1 priority, and we expect you will actively contribute to and foster a 'safety first' culture that supports our aspiration of zero harm. This means you care deeply about the physical and psychological safety of people so that our team return home in great shape at the end of the day.

We’d love to hear from you if you have:

• Extensive experience in managing a large and diverse customer teams.
• Demonstrated performance and passion for exceeding customer expectations in service delivery.
• A commitment to the customer experience.
• Strong demonstrated ability to form collaborative and trusting relationships with external customers and internal teams.
• An understanding of Water Industry legislation and Essential Services Commission processes and rules.
• Relevant qualifications and experience.
• Relevant specialist knowledge and skills.
• Well-developed interpersonal skills with the ability to communicate effectively (written and verbal communication skills) and prepare and deliver information to varied audiences in a professional manner.
• Ability to lead a team in the delivery of exceptional customer service that achieves business goals.
• Relevant experience in leading and engaging contact centre teams that deliver exceptional customer outcomes.

How to

If you want to make a positive impact through meaningful work and have the energy, courage and ideas to take on a challenge, we’d love to hear from you! To submit your application, click on !

• Please ensure you provide a cover letter and your resume.
• You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.

Have questions?

For a confidential chat about the role, please contact Stephanie Burzacott on 0428 725 983.

• Applications close 13 December 2024.
• Please note, as part of our selection process, we conduct pre-appointment checks including those related to references, identity, fitness to work, qualifications, work history, work visa, misconduct and police record history.
• This role may be subject to a probation period.

We welcome applications from people with disability and aim to provide an inclusive and accessible workplace. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please contact Stephanie Burzacott.

If you need a copy of this advertisement in an accessible format, please email applications@chw.net.au.

At CHW we are dedicated to supporting our team's physical and mental wellbeing. We offer flexible and hybrid working opportunities. We assist our team to develop, as people and as leaders. We value diversity and inclusion - our workforce is a place where the melding of a range of views and perspectives is celebrated.