• Get the balance right
• Ongoing career development
• Newcastle harbourside location

Hunter Water Corporation delivers valued water, wastewater and associated services to Newcastle and the greater Hunter region. Our purpose is to enable the sustainable growth of the region and the life our communities desire, with high quality, affordable services. We are embarking on a new strategic direction to build a more innovative, collaborative and resilient organisation that is a thought leader in developing a sustainable water and wastewater future.
 
Click here to read more about Hunter Water, the 2017+3 strategy and what our employees value about working here.
 
As the Group Manager Customer Experience you will drive Hunter Water's vision to provide great services to our customers, consumers and communities. You will organise, plan and monitor Hunter Water's Customer Experience teams to ensure that Hunter Water is delivering a high satisfaction, low effort customer experience. 
 
Key responsibilities include leading, engaging and mentoring service teams, implementing strategies to improve customer interactions, experience and overall satisfaction levels and developing and implementing initiatives to enhance process and improve the experience of customers. 
 
This role will be engaged as a five year fixed term contract with a salary package of up to $150,000 commensurate with skills and experience. 
 
To be considered for this role you will be able to demonstrate the following:
 
Essential qualifications

• Tertiary qualifications or relevant experience in business, business administration, marketing or a related discipline

Essential work experience/skills

• 7 or more years demonstrated experience in a senior leadership role in a Customer Service environment
• Demonstrated experience and proven success in actively managing and delivering change initiatives to achieve business outcomes
• Demonstrated experience in adopting technology to improve customer satisfaction
• Demonstrated ability to drive change
• Proven experience in building and motivating effective teams to exceed targets and deliver outstanding customer service
• Outstanding customer service skills
• Outstanding verbal and written communications skills with a specific focus on effective customer relations and stakeholder management
• Highly developed research, presentation, business case and report writing skills to drive customer satisfaction and educate stakeholders
• Intermediate to advanced MS Office skills in Word, Excel, Project and Outlook
• Excellent leadership and people management skills that support learning, development and innovation
• Effective consultation and liaison skills with the ability to build rapport and mutual partnerships with internal and external stakeholders
• Demonstrated understanding and practice in financial management, budget control, funding processes and principles and financial implications
• Demonstrated applied knowledge of current WHS legislation and its application in the workplace and contract management

The following qualifications, skills and experience are not essential but will be highly regarded:

• Formal qualifications in continuous improvement fundamentals i.e. 6 Sigma certifications
• Post graduate qualifications in business, marketing, business administration or a related discipline
• Experience with using and developing Customer Journey Maps
• Experience in implementing whole of business customer service metrics
• Experience working within a Government and/or Utility agency

To be considered for this position applicants must address the Selection Criteria listed above and provide a current resume. To obtain the position description please click here.