Overview
We are seeking a Team Leader - Customer Care and Support to join our Customer Experience Strategy & Operations Group within the Customer Services Division.
At Hunter Water our Values define who we are as an organisation and how we behave. We strive to live these Values and it is shown in the work we do and the way in which we interact with each other. We fundamentally believe in and commit to diversity and inclusion. We value an individual's unique capabilities, backgrounds, experiences and characteristics. We rely on these diverse perspectives to drive innovation and collaboration, to deliver the best outcome for our customers and communities. It is this diversity of perspectives that will enable Hunter Water to meet the challenges of the future. We strive to create an inclusive environment where there is genuine equality of opportunity regardless of people\'s gender, age, cultural background, religion, sexual orientation, gender identity, disability and/or family status. We encourage you to apply and welcome all applications.
We have embarked 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.
Benefits and Remuneration
Excellent Flexible Working And Additional Leave Benefits Including
* Additional Public Holidays & RDOs
* 5 days additional paid Carers Leave per annum
* Paid Community Service Leave
* 14 weeks paid Parental Leave for both parents
* Access to hybrid work and other flexible options
Health & Wellbeing Benefits Including
* Fitness passport
* Access to discounted health fund and health services
* Access to the Employee Assistance program
Remuneration & Hours
* 35 hour working week
* Reward and Recognition Program
* Salary range of $114,136 - $126,000 plus Superannuation (Any offer made will be commensurate with the skills and experience of the successful candidate). This rate is exclusive of standby allowances, which are paid separately.
The Opportunity
As the Team Leader - Customer Care and Support you will be responsible for overseeing the management of escalated complaints, escalated enquiries, claims management, collections, and care and support for customers experiencing vulnerability. This role ensures that complex customer interactions are handled effectively, with a focus on resolution, risk, and customer advocacy. The Team Leader will provide leadership, guidance, and support to the team, driving performance and fostering a customer-centric culture.
What You\'ll Do
* Lead and mentor team members and drive a culture of operational excellence.
* Monitor team workflows, allocate resources effectively, and drive operational efficiencies.
* Develop and oversee best practices with internal policies and external regulatory requirements in complaint-handling processes, support for vulnerable customers and debt recovery.
* Lead and manage external stakeholder relationships with escalated dispute resolution bodies (Ombudsman, Ministerial, Members of Parliament), as well as partnering with community service agencies to support, plan and implement vulnerability programs.
* Utilise customer insights and data to refine processes, reduce escalations, and improve overall customer experience.
* Ensure adherence to all relevant legal, regulatory, and company compliance requirements.
* Participate in audits, quality assurance initiatives, and continuous improvement programs.
* Oversee a variety of external contracts (including financial management) to meet regulatory and business requirements.
* This role may be required to undertake duties in an after-hours roster, or provide management coverage after hours, during weekends or public holidays, or Hunter Water shutdown periods, with notice and consultation where possible.
Essential Criteria
What you\'ll need to be successful:
* Proven and demonstrated experience (+5 years) in leadership and people management as it relates to leading and mentoring a team, coaching, performance management and ability to foster a customer centric and high-performance culture.
* Strong experience in customer advocacy and resolution management as it relates to managing escalated complaints and complex customer interactions.
* Strong ability to manage customer advocacy with business needs.
* Deep understanding of customer complaints, collections, and financial hardship regulations and best practices.
* Experience in monitoring workflows, resource allocation, and operational efficiencies.
* Ability to manage and mitigate reputational risk though effective crisis management.
* Strong ability to engage with internal and external stakeholders (e.g. Ombudsman, community service agencies, government bodies).
* Experience in cross functional collaboration to improve customer experience.
* Knowledge of frameworks for supporting customers experiencing vulnerability (e.g. family domestic violence, financial hardship).
* Strong ethical decision-making skills to ensure fair and consistent outcomes.
* Ability to analyse customer insights and trends to refine processes and reduce escalation, including hands on experience with reporting and quality assurance processes.
* Experience in supporting change management and continuous improvement projects.
* Exceptional communication and negotiation skills, with the ability to manage sensitive customer interactions.
* High emotional intelligence, empathy, and resilience in dealing with vulnerable customers.
* Demonstrated intermediate to advanced ability to use Microsoft Office applications including Word, Excel, Project and Outlook.
Desirable Criteria
Desirable:
* Experience in a Customer Engagement or Contact Centre environment, with ability and knowledge on integrating processes for seamless customer experiences.
* Financial and contract management.
* Technical knowledge and experience of assets for a water utility organisation to guide and direct complex technical complaint and claim outcomes.
* Government Regulator or Ombudsman Certification in Managing Unreasonable Complainant Conduct and Fundamentals of Complaint Handling.
* Knowledge and understanding of Hunter Waters organisational structure and obligations including the Customer Complaint Handling Standard, Complaint & Enquiry Policy, Hunter Water's Debt Recovery and Hardship Policy, Customer Contract, Operating License & Hunter Water Act and roles of our external stakeholders.
* Proficient in the use of Hunter Water systems e.g. Velocity Customer Information System Management, AOMS (Operational Management System), GIS and TRIM records management.
* Experience working within a Government and/or utility agency.
Application Steps
To be considered for this position applicants must submit a cover letter addressing the Selection Criteria above and provide a current resume.
Please click to view the Position Description
Application closing date: Tuesday 07 April 2026
Contact: Stephy Davis Phone: 0438 124 169
We are proud to be an Inclusive Employer committed to Inclusion, Diversity & Equity. People with disability, women and Aboriginal and Torres Strait Islander candidates are encouraged to apply. Applicants can request a reasonable adjustment at any stage during the recruitment process by getting in contact with the recruiter.
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