Job Category: Administration and Office,Call Centre and Customer Service
Who we are looking for
Our customers are at the heart of everything we do. Over recent years, we've strengthened our focus on delivering exceptional service and meaningful customer outcomes, and we continue to build on this.
We're looking for a capable, people-focused leader to guide our Customer Support team. This role plays a key part in strengthening service excellence and helping us build a strong, customer-centred culture across the organisation.
You'll be responsible for shaping team performance, driving continuous improvement, and ensuring every customer interaction reflects our commitment to quality service.
This is a full-time ongoing position based in Warrnambool with a salary of $118,669 to $135,197 p.a. plus superannuation.
Job Description
What you'll be doing
On a day-to-day basis, you'll:
* Lead, motivate and develop about 20 team members in the Customer Support team.
* Oversee and facilitate the delivery of relevant actions from the CX Strategy, CX Plus Project and our overall strategic direction.
* Actively manage change, and shape exceptional customer outcomes through an engaged and energised workforce.
* Oversee the resource management of the Customer Support team, including budgets, leave management and capability management.
* Provide dynamic and forward-thinking leadership.
* Find and champion customer insights to guide business strategy and service improvements.
Desired Skills and Experience
What you'll bring
We're looking for someone with
* A bachelor's degree or higher in relevant areas of expertise, and/or extensive equivalent experience.
* Proven experience in leading and developing a team.
* Excellent interpersonal skills, a collaborative style, and the ability to develop new relationships and partnerships.
* High motivation who strives for success and exceeds targets.
For further details, see the position description available here .
We look forward to hearing from you. If you have any questions, feel free to call Steven Kearns (Branch Manager Customer Services) on 5565 6644.
What we can offer
Putting people first comes naturally to us, and that includes the people we employ. You'll have every opportunity to make the most of your talents, broaden your experiences and be rewarded for the great work you do.
You'll be offered a range of great benefits including:
* Workplace flexibility with access to working arrangements such as hybrid work, flexible hours, purchased leave, monthly rostered days off and more.
* An inclusive workplace culture, which embraces diversity and the benefits it brings to the workplace and life.
* A leadership commitment to Zero Harm where the safety and wellbeing of our people and others is paramount.
* A Health & Wellbeing program, to support your physical, mental and financial wellbeing, including our Employee Assistance Program for our people and their immediate families.
* Extensive learning and development opportunities and access to professional development through associations such as CPA, IWC, WSAA, VicWater, and more.
We're an equal opportunity employer. Our commitment to creating and supporting an inclusive culture is reflected in our diverse mix of talented people who are passionate about delivering their best.
We welcome applications from everyone including people with a disability, job seekers of all ages, carers, people from culturally diverse backgrounds, members of the LGBTI+ community, and Aboriginal and Torres Strait Islander people.
Ready to find out about our employee benefits? Visit Our Careers page and discover more about us.
How you can apply
Applications close: 11:59pm Sunday 22 March 2026
Click APPLY and you will be taken through to the Wannon Water Careers Portal to complete your application. Once there, you will be prompted to answer a few simple questions and upload your cover letter and resume.
As part of your cover letter, please outline how your skills and experience meet the role requirements (as outlined in the position description).
Reasonable Adjustments
We're here to support you through life's ups and downs. Whether you need adjustments during the recruitment process or at work, like flexible hours or accommodation for disabilities, we're here to help. We understand it can be daunting to share your needs, so feel free to reach out with any questions at peopleandwellbeing@wannonwater.com.au. Your information will be kept completely confidential.
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