Customer Connections Team Leader

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Description:
Overview of role:
We’re seeking an experienced and people focused Customer Connections Team Leader to lead the formation and delivery of customer connection services across our water, sewer and recycled water networks.

Reporting to the Manager Rural and Urban Services and working within the Asset & Operations group, you’ll lead a team of field operators and coordinate contractors to ensure connection works, fault response and service restoration activities are delivered safely, efficiently and in line with regulatory and customer expectations.

This is a hands-on leadership role that combines operational oversight, safety leadership, technical guidance and customer advocacy in a 24/7 operational environment.

Key Responsibilities:
In this role, you will:
Lead, coach and develop a team of Customer Connections Field Operators, fostering a strong safety and performance culture
Coordinate contractors to achieve high-quality outcomes across safety, customer experience, asset management and compliance
Plan, undertake and oversee maintenance, repair and rectification works across water, sewer and recycled water services
Act as an escalation point for complex or sensitive customer matters
Ensure all works comply with relevant legislation, regulations, standards and policies
Build effective working relationships with customers, plumbers, contractors, councils and internal stakeholders
Monitor service delivery performance, prepare reports and drive continuous improvement in systems and processes
Requirement to support roster management, standby arrangements and out‑of‑hours response.

About you:
You’re a capable operational leader who thrives in a regulated environment and understands the importance of balancing safety, customer outcomes and service reliability.

You will bring:
Demonstrated experience leading or supervising teams in an operational or works based environment
Sound knowledge of water and sewer connection standards and processes
Strong customer focus, with the ability to manage complex or escalated matters professionally
Well-developed communication and stakeholder engagement skills
Proven ability to manage competing priorities and meet service delivery targets
A strong commitment to workplace safety, risk management and compliance

Sound like you? We’d love to hear from you.

Learn more in the position description

Salary:
The salary and conditions for this position will be as per the Coliban Water Enterprise Agreement 2021 Band 4 $93,548 – $109,669 plus super salary range will be offered to the successful candidate commensurate with their skills and experience. The role will also have access to a work vehicle for commuter use and applicable standby, industry and special and overtime allowances.

Enquiries:
For further information please contact Lauren Armstrong on 0487 111 305 or via email at Lauren.armstrong@coliban.com.au

To apply, please submit your resume and cover letter by COB Monday 25th May 2026.

Why join us?

At Coliban Water our people are on a mission to create a better life for our customers and communities – now and tomorrow.

We love what we do and our location in the centre of a region that takes in 49 towns from Trentham to Echuca.

Our commitment to inclusion means you’ll feel at home here no matter who you are, who you love, or what you stand for. As part of the team you receive a monthly accrued day off, the flexibility to shape your work to suit your lifestyle, and generous parental, carer and workplace study leave policies.

At Coliban Water we balance a small team rhythm with the reach and resources of one of the largest Victorian regional urban water corporations.

What are you waiting for? We’d love you to join us.

Applicants will need to successfully complete all core training requirements in the expected timeframes and may be required to undertake a Police Check, Working with Children Check, Pre-Employment Medicals or Psychometric testing where applicable. Applicants may also be required to produce evidence of their Right to Work in Australia.

We welcome applications from individuals of all abilities. We are committed to creating an accessible and inclusive workplace for everyone, including people with disabilities and diverse abilities. If you need any support during the application process or would like to discuss interview adjustments, please contact Lauren Armstrong.

Please indicate any adjustments (administrative, environmental, or procedural) you may need to effectively participate in the recruitment process and/or carry out the requirements of the role you are applying for.

Please note that applicants may be contacted prior to the closing date.