AddressLogan Water, a wholly owned commercial business of Logan City Council, is not just responsible for providing outstanding water and wastewater services to more than 115,000 connections across the city, but also ensuring that customers are supported with outstanding customer response and advocacy experiences.
This role is responsible for the coordination of customer response working out of our state-of-the-art Integrated Service Hub (ISH). All operational areas of the business are on hand to ensure an efficient, seamless, and effortless customer experience for those with questions about their water and wastewater services. Leading a small team, this role is on the front line of ensuring customers get the best possible outcome to their enquiry, though great relationships with peers, and supporting our Customer Specialists with training, mentoring, and coaching with contemporary Customer Management practises. This role is an in-office role in a fast-paced, dynamic environment, where teams work closely together to resolve customer faults and emergencies with their water or wastewater service.
While each day is likely to be different in our fast moving, responsive and agile environment, the successful applicant can expect to: -
- Undertake training, development, coaching and Quality Assurance activities with the team;
- Work with other senior members in the ISH to resolve emerging or systemic matters;
- Use a continuous improvement mindset to deliver outstanding customer advocacy and experience;
- Ensure our knowledge management/triage documentation is always up to date, and useful to all that access it;
- Work with other areas of the business to ensure all Logan Water customers enjoy a similar experience;
- Develop reports that provide analytical insights into customer experience, including any required mitigation strategies.
The successful applicant will have worked in a highly dynamic customer contact environment across all channels. They will be comfortable in a rapidly changing environment where prioritising time and task will be extremely important. Digital literacy and the ability to use a wide range of computer systems (including work order management, mapping, property management) will be critical as the role will be required to undertake deep triage for customers, as well as train others in systems use. Experience in the Water industry would be advantageous however anyone with demonstrable experience leading a customer team where strong triaging is undertaken will be key to success are encouraged to apply.
What we offer
- From $97,353/year + Super
- Fitness Passport Program
- Ongoing learning and development opportunities
- Employee assistance program
- Based in Beenleigh - Great interactive setting, with designated space for meetings, collaboration, social interaction and coffee machine
- Active social club
The community we serve
The City of Logan is a proud, grassroots community, filled with mavericks, makers and innovators. Here, neighbourly love is strong; environmental and business values run deep; and culture, heritage and diversity is in our DNA.
Who we are
We’re a contemporary local government organization entering an exciting new phase. We’re moving forward with purpose and fresh energy, with a focus on delivering exceptional services and value for money – with heart. We care about the community we serve, and we care about each other. When you work with us, we want you to feel valued, and to understand your role and how your work contributes to the bigger picture.
About Logan Water
At Logan Water our vision is RELIABLE, SUSTAINABLE, COMMITTED. Our mandate is to provide safe, reliable, and sustainable water and wastewater services for the benefit of the Logan Community. Logan Water is in an exciting transformational phase, bringing to life a new service model designed to optimise and modernise end to end service delivery, centrally coordinated from our state-of-the-art Integrated Service Hub (ISH). We are seeking the absolute best to join our team in a variety of key field-based positions aligned to our new, integrated ways of working.
Interested?
For more information, email Rob Howes at ********@logan.qld.gov.au
To apply, please press the ‘Apply’ button and follow the prompts by the closing date of 31st May 2024.
**Please ensure all documents are uploaded in PDF format**
