AddressLocation: Parramatta location with work from home options.
Job type: Full time fixed term contract until October 2025.
- Key leadership role within Sydney Water.
- Contribute to Sydney Water’s internal service delivery team.
- Must be flexible across shift rotations.
An exciting opportunity has become available or arisen for a Team Manager- Advisory Services to join the Business Connect team within Sydney Water.
We are seeking a dynamic leader to manage service provision within Business Connect’s contact centre for Sydney Water employees. The role involves leading a multi-skilled team of advisors specialising in people services, finance & purchasing, and workplace services, ensuring successful achievement of service delivery expectations and business outcomes.
Responsibilities:
- Lead a customer-centric contact centre team of up to 11 direct reports, providing high-quality advice, information, and assistance to Sydney Water employees.
- Drive accurate and timely management of multi-functional enquiries to meet service standards and ensure effective resolution.
- Forecast workload based on customer demand and allocate team resources to handle variable enquiry volumes.
- Provide training and coaching to equip the team to confidently respond to diverse enquiries.
- Measure and monitor team performance against service standards and targets, driving service improvement initiatives.
- Manage aged tickets and ensure proper use of service management tools (SMT, JIRA, Maximo), and maintain quality assurance of contact centre functions.
Experience and Qualifications:
- Minimum of 5 years' experience in contact/call centre operations and team management.
- Proven expertise in tier 0 and tier 1 contact centre operations, ideally in a shared service centre.
- Exceptional skills in people management, communication, stakeholder management, and influence.
- Proficient in service management and knowledge management systems.
- Demonstrated success in driving process improvements in shared services with measurable results.
- Strong ability to build effective relationships with a diverse range of stakeholders and lead business partnerships.
Essential Requirements:
- Degree in business / human resources or any relevant discipline, and/or experience deemed equivalent.
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: Tuesday 26th June at 11:59PM AEST
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.
