Fixed Term until end June 2025, Full Time, 38hr week- $52.15/hr base + super (up to 14%) + leave loading- Location: Fortitude Valley with hybrid and flexible working arrangements
There's No Us Without U. Care with Us, for Today and Tomorrow
There's no life without water, and at Urban Utilities, we live and breathe that knowledge every single day. It's why our people are so passionate about what they do and how they do it. And it's why we need people like YOU. Come shape our future with us and make a real and lasting impact across our teams.
Your opportunity:
We have a fixed term opportunity for a Performance Coach to join our Customer Delivery group.
As the primary interface with Urban Utilities Customers, The Customer Delivery Group is accountable for delivering accurate and timely bills to 625,000 customers in our service territory every quarter, managing all associated customer interactions, first response to faults & emergency, customer complaints, privacy and case management, and Urban Utilities' 500,000+ network of water meters. As part of the Performance and Capability Team, this role collaborates across Customer Delivery to deliver operationally focussed capability and performance support to enable effortless employee and customer experiences at Urban Utilities.
Reporting to the Change Leader, the purpose of this role is to deliver performance improvement activities across the Customer Delivery Team with a focus on employee and customer experience. This includes working with teams to review customer interactions and supporting processes and activities, providing employee coaching, training delivery and recommendations to the leadership team on opportunities to support performance uplift. This role is critical to ensuring continuous growth and skills development of employees contributing to effortless employee and customer experiences.
About you:
- Tertiary qualification in business or related field, with Certificate IV in Training and Assessment or equivalent experience preferred.- Proven experience in process and performance improvements using data and metrics.- Expertise in coaching employees and teams, adapting to diverse learning styles using modern methods.- Experience supporting leaders in delivering coaching for capability development.- Skilled in designing performance support tools and resources for a customer-focused environment.- Advanced organizational, problem-solving, and MS Windows skills, with the ability to prepare high-quality reports.- Ability to understand business-related legislative requirements, particularly water and sewerage legislation
Why Urban Utilities?
At Urban Utilities, the work we do is about so much more than the bottom line. We're a leading provider of world-class drinking water and wastewater services to the vibrant communities of Brisbane, Ipswich, Lockyer Valley, Somerset, and Scenic Rim. As we continue to grow, we're committed to planning ahead and shaping a sustainable future around water for generations to come.
At the core of our work lies genuine care: for our team, our customers, communities, and the environment. From the flush of a toilet to major infrastructure projects and residential developments, we're dedicated to being there every step of the way.
Our HQ is in Fortitude Valley, Brisbane, but you'll find us all over SEQ - working in cool places like the SAS Laboratory in Darra, field-based depots in Eagle Farm, Acacia Ridge, Bundamba, and wastewater treatment plants dotted across the region.
We know the chance to thrive, and progress comes hand in hand with the support to balance work with life. So, you'll access an increasingly diverse range of benefits and initiatives that'll help you bring the best you. Speaking of which, here's just a sample of the benefits we offer our team:
- Flexibility at UU depends on the type of work you do but could include options such as, 9-day fortnights and flexible days. Talk to us about what flexibility means to you- 18 weeks of paid parental leave, 15 days personal leave including two proactive wellbeing days, and an additional day of leave each year to connect with friends and family- Generous Salary Packaging options, including novated leases- Corporate discounts across Health insurance, technology and more- Urban Utilities is an endorsed employer for all women. See our range of benefits and policies directly at- WORK180 Visit our website to learn more about us at
How to apply
Please note: applicants will be required to undergo a Pre-employment medical, which may include Drug and Alcohol testing, as well as other background checks as part of the recruitment process for this role.
For further information please contact our Talent team at
Advertising Closes 28th October