Address- Lead a team with a ‘customer at the heart’ approach
- Full time permanent position
- Conveniently located at our head office in Parramatta with hybrid working options.
An exciting opportunity has become available for a Manager, Customer Communications and Digital Interactions to join the Customer Experience team within Sydney Water.
Customers are at the heart of everything we do. Our customers expect us to; maintain a standard of customer service that meets or exceeds their expectations, keep bills as fair and affordable as possible, be proactive in our communications and easy to deal with. We are committed to improve, modernise, and personalise our communications to suit customers’ circumstances. This position plays a key role in delivering these expectations and commitments.
This role is responsible for ensuring that all digital platforms and channels offered by Sydney Water, deliver a consistent high-quality, easy experience for customers. This role is also responsible for the development and delivery of customer account related communications primarily accompanying the bill to over 2.2 million bill paying customers.
A key objective of this role is to optimise our digital channels and increase traffic by driving the migration of low complex, high volume, telephone interactions to digital channels.
Responsibilities:
- Manage 6-8 direct reports, who each manage teams of approximately 6-8 employees
- Demonstrate the capabilities of Sydney Water’s leadership model as a member of the Customer Contact leadership team
- Development and management of 'Personalised' Customer account communications, along with the maintenance of communication templates. (excludes brand / media campaigns)
- Management and oversight of mandatory legislative/regulatory Customer communications
- Work with broader strategic stakeholders to develop Customer Communications that promote and support strategic objectives and messages to achieve business and customer outcomes
- Design and deliver a proactive notification strategy and framework for Sydney Water customers, ensuring Customer Communications deliver on customer expectations and provide value to our customers whilst also ensuring the brand and reputation of Sydney Water is maintained.
- Providing the broader Customer Experience group with ‘Customer Communication’ support, creating and delivering customer content.
- Provide support through Customer Communications and digital platform content during incidents and Emergency control centres.
- Work constructively across the organisation and maintain positive working relationships with all teams in Customer Experience and across all Groups within Sydney Water.
Experience and Qualifications:
- Degree qualification or vocational qualification in an appropriate discipline (i.e. Communications, Business, Economics, Digital Channels)
- Minimum 5 years’ experience in managing digital interaction channels and websites.
- Demonstrated ability to manage a specialist team.
- Strong analytical, planning, policy and business management skills
- Strong customer centric mindset
- Superior communication, negotiation and relationship management skills with an ability to work with people at all levels.
- Demonstrated ability to build a team culture and manage the individual development of people.
- Experience in leading a team to achieve desired outcomes.
Please note as part of the application process, you will be asked to undergo background checks which includes a criminal history check.
You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.
Our commitment to employee well-being extends beyond the workplace. Here's how we support you:
- Flexible & Hybrid working options.
- Childcare allowances.
- Up to 18 weeks of paid parental leave.
- Novated lease opportunities.
- Fitness Passport providing access to numerous gyms and pools across NSW.
- Flu vaccinations and discounted health insurance memberships
Closing Date: Sunday 7 July 2024 at 11:59 PM
Please advise if you require any adjustments to actively participate in the application and recruitment process. Please contact ***************@sydneywater.com.au for any further information.
Working at Sydney Water
At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too.
Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.
We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans.
As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community.
We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application
Please see the position description for the role’s full accountabilities.
