Northern Territory Government
JOB DESCRIPTION
Job Title Customer Service Operations Lead
Classification Band 3 Administrative Corporate Services Position No. 5191
Job Type Full time Duration Ongoing
Business Unit Customer and Strategy Location Darwin
Reports to Manager Customer Service Reports to P/No. 13194
Power and Water values diversity. Power and Water encourages people from all diversity groups to apply for
Inclusion and vacancies and accommodates people with disability by making reasonable workplace adjustments. If you require
diversity and Special an adjustment for the recruitment process or job, please discuss this with the contact officer. For more information
Measures about applying for this position and the merit process, click here
recruitment plans Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special
Measures plan, click here
Information for Applications must include a one-page summary about you, a detailed resume and copies of all relevant tertiary
Applicants qualifications listed in your application. For further information for applicants and example applications: click here
Information about If you accept this position, a detailed summary of your merit (including work history, experience, qualifications,
Selected Applicant's skills, information from referees, etc.) will be provided to other applicants, to ensure transparency and better
Merit understanding of the reasons for decision. For further information: click here
PRIMARY OBJECTIVE
The Customer Service Operations Lead is responsible for the day to day operations of Power and Waters Customer Service team; ensuring
the delivery of high- quality, customer-centric service across multiple customer contact channels, including phone, email, live chat and
social media, It drives operational excellence, fosters a culture of innovation and continuous improvement, ensures compliance with
regulatory requirements and contributes to the strategic direction of the Customer Service function.
KEY RESPONSIBILITIES
The "WHAT" to be delivered
Team Leadership and Coaching:
• Lead and Coach the Customer Service team to achieve performance targets and deliver exceptional service.
* Monitor and analyse team performance against KPIs; provide regular feedback and development opportunities.
* Identify training needs and deliver coaching and on-the-job support to build capability and ensure operational effectiveness.
* Support the transition of projects into business-as-usual processes and champion continuous improvement.
* Contribute to the development and implementation of modern customer service procedures and frameworks.
Customer Service Operations:
• Manage the daily operations of Power and Water's multi-channel contact centre, ensuring service delivery meets legislative and KPI requirements.
* Lead quality assurance activities and maintain a robust contact centre quality framework aligned with industry best practices.
* Provide high-level reporting to support planning, compliance, and regulatory requirements.
* Handle escalated customer issues and complex complaints with professionalism and empathy.
* Collaborate across business units to ensure customer-centric service delivery and minimise risk.
* Oversee internal assurance activities to ensure compliance and identify opportunities for staff development and service improvement.
* Lead the contact centre's emergency response and maintain its business continuity plan.
* Support the Manager Customer Service in developing and executing the Contact Centre Strategy.
* Identify and implement opportunities to enhance performance, efficiency, and innovation in customer service delivery.
COMPETENCY PROFILE
"HOW" to do it (Manager of Team profile - refer to Power and Water's Behavioural Competency Guide)
Builds effective teams Building strong-identity teams that apply their diverse skills and perspectives to achieve
common goals.
Courage Stepping up to address difficult issues, saying what needs to be said
Cultivates innovation Creating new and better ways for the organisation to be successful.
Customer focus Building strong customer relationships and delivering customer-centric solutions
Directs work Providing direction, delegating, and removing obstacles to get work done.
LAST UPDATED: 8/04/2026 EMPLOYEE SIGNATURE: __________________________ DATE: ____________
AT POWER AND WATER:
Job Description Northern Territory Government
Interpersonal acumen Relating openly and comfortably with diverse groups of people
Plans and aligns Planning and prioritising work to meet commitments aligned with organisational goals.
Resourcefulness Securing and deploying resources effectively and efficiently.
MANAGEMENT RESPONSIBILITIES
No. of Direct Reports 10 No. of Indirect Reports 11
Key Interactions: Internal and External Stakeholders (as per Single Point of Accountability Standard), Senior Leader Group,
All Employees, External Customers
COMPLIANCE
We expect you to:
* Actively align, support and promote Power and Water's Values and support building a constructive workplace culture that celebrates
achievement through its people
* Carry out duties in accordance with Power and Water's Safety and Environmental policies and procedures, working towards our goal of
Zero Harm
* Ensure all activities undertaken as a Power and Water employee comply with Power and Water's Standards of Behaviour,
Management Standards and Procedures, relevant Acts, legal demands and that you manage all of your activities and responsibilities
within the Power and Water risk management framework
SELECTION CRITERIA
Qualification and Skills Experience
Essential • Proven leadership and coaching skills, with the • Minimum 3 years' experience in a supervisory or
ability to foster a high-performing, customer-centric leadership role within a multi-channel contact
team culture. centre, with a focus on customer experience and
* Excellent interpersonal, verbal, and written service delivery.
communication skills, with the ability to engage • Demonstrated success in managing workforce
effectively across diverse customer and stakeholder planning, scheduling systems, and performance
groups. analytics.
• Strong business acumen and strategic thinking, with • Experience leading teams through business
the ability to interpret complex data and translate disruption and emergency response scenarios.
insights into actionable improvements. • Proven ability to build and maintain effective
* Demonstrated ability to manage team performance, relationships across all levels of the organisation and
meet KPIs, and drive continuous improvement in a within culturally diverse communities.
dynamic contact centre environment. • Experience in developing and implementing
* High-level problem-solving and analytical skills, customer service strategies and operational
including the ability to assess workforce and frameworks.
financial data to support operational decisions.
* Ability to lead through change, adapt to evolving
priorities, and maintain resilience under pressure.
* Skilled in managing compliance, quality assurance,
and risk mitigation within customer service
operations.
* Proficient in using customer information systems,
workforce management tools, and reporting
platforms.
Desirable • Relevant qualifications in Customer Service, • Working within the Utilities Industry
Business, or Leadership.
* Lean Six Sigma certification
FURTHER INFORMATION
1. Contact Michelle Flynn on 08 8936 4706 for further information about the position
2. Information about Power and Water Corporation may be
3. The total remuneration package amounts published for this position include base salary, superannuation and annual leave loading
and the value of an extra week's annual leave.
Apply Online https://jobs.nt.gov.au/Home/JobDetails?rtfId=345870 Approved April 2026
Vacancy Closes 29/04/2026 Michelle Flynn – A/General Manager Customer Experience and
Operations
AT POWER AND WATER: