Job Responsibilities:Build strong connections with a diverse range of internal and external stakeholders.Assist and empower customers experiencing financial hardship.Lead a high performing team while making a difference with our customers.TasWater is Tasmania's sole water and sewerage provider and a major employer with high impacts on the economy, environment, and well-being of the state. We deliver essential services to more than 430,000 customers - 24 hours a day, 7 days a week, 365 days a year. Employing more than 900 staff, we are a values-driven organisation striving to achieve the vision of "being trusted, respected and making a positive difference in Tasmania". We are developing our Integrated Operations workforce of the future and have an opportunity for a leader to join the team and contribute to the overall success of the organisation by enhancing operational performance.
Reporting to the Head of Customer Services, the Manager Customer Support oversees escalated customer complaints from Tas Water, the Tasmanian Ombudsman, and other government departments, ensuring regulatory compliance and timely resolution. Through strong stakeholder engagement, you will collaborate with the Manager Customer Hub to support the Customer Support Program for financially distressed customers, ensuring recovery actions align with policies and regulations while positively impacting our customers. As a strong experienced leader with effective communication, you will guide and support the team to deliver excellent customer service, maintain policies and procedures for complaints management, and manage independent investigations. Contributing to continuous improvement and analyzing complaint data for process enhancement are crucial in this role while fostering a safe and positive working environment.
To be considered for this role, you should have a strong track record as a leader in customer-focused teams. Your background should show excellent communication, problem-solving, and conflict resolution skills, as well as technical know-how with Microsoft Office and customer management tools. Experience with managing complaints or customer resolution processes is a must. If you also have experience in customer-focused utilities or commercial enterprises, have led high-performing teams, or driven organizational and cultural change, that's a plus. Formal vocational or tertiary qualifications in Business, Management, Marketing, Communications, or Customer Contact are also required.
To apply, please click 'apply now' and upload your CV and Cover Letter. For any questions not outlined in the PD and for a confidential discussion, please contact Alannah O'Carroll at 0426691205.
Davidson acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.
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