For your application to be considered, please apply via our website www.newater.com.au/careers

Please ensure to include a copy of your resume, cover letter and your key selection criteria responses with your application.

About the role

We are seeking a highly skilled and experienced Manager Customer Experience with a proven track record of successfully elevating customer experience, ensuring that customers receive excellent service and support. As the Manager Customer Experience, you will be instrumental in leading, supporting and mentoring a team of 28 dedicated customer service employees including 3 Coordinators, that strives to deliver an exceptional customer experience.

This highly valued position within North East Water is a member of our Senior Leadership Team and provides regular reporting to the Executive team and Board.

Your responsibilities will include overseeing day-to-day operations, ensuring high service quality, driving continuous improvement to enhance our customers’ journey, analysing data and customer insights, reporting and ensuring a high degree of collaboration with stakeholders.

This role is a full-time, ongoing opportunity, including a monthly RDO and flexible work options. Given the customer facing nature of this role, your in-person presence at Regional Headquarters in Wodonga is required a minimum of 4 days per week.

About you

Operational and strategic leadership experience in a contact centre/billing system and support environment.

A dedication to maintaining excellent customer service standards.

A strong analytical mindset for tracking and reporting on KPIs and regulatory standards.

A proven ability to foster excellent working relationships with colleagues and stakeholders in the pursuit of continually improving our customers experience.

To view the position description, please visit www.newater.com.au/careers

Key Selection Criteria

Your tertiary qualification/s in a relevant discipline and your significant experience in customer experience management, including senior-level and/or leadership roles.

Your demonstrated ability to transform strategy into action.

Your demonstrated experience interpreting and analysing data and how it informed actions and strategy.

Your demonstrated excellent communication, interpersonal and presentation skills.

Your digital platform / channel experience (highly regarded).

Why work with us?

A great place to work with careers that make a difference!

North East Water is an equal opportunity employer. We value and embrace diversity and are committed to providing an inclusive, supportive and safe environment for all people.

We’re committed to providing a respectful, inclusive, and equitable environment, and offer a range of benefits to our people, including:

· Our state-of-the-art regional headquarters (with our fabulous atrium),

· Getting out and about in the beautiful north east region,

· Great work-life balance with flexible work options available,

· Professional development through on-the-job and external training, leadership development programs, study assistance, mentoring and secondment opportunities,

· Annual salary increases and superannuation,

· Wide variety of leave types including 1 paid day off per month to use as you choose and paid parental leave,

· Health and wellbeing activities,

· 24/7 wellbeing support through our Employee Assistance Program (EAP),

· Social club,

· Bring your dog to work,

· plus much, much more!

Position Information

A guide total remuneration package of $162,483 including superannuation. There will be a salary increase in line with government guidelines as of 1 July 2025.

This is a full time, ongoing position.

Successful applicants will be required to undertake pre-employment checks including a police check and/or pre-employment medical and functional testing where applicable.

Applicants must have the right to work in Australia.

Have questions? Please get in touch!

Please do not hesitate to contact Marni Jones, General Manager Customers and Culture on 0419 773 287 or our People & Culture team via email [email protected]

Ready to apply?

For tips on writing your application and how our application process works, please visit: https://www.newater.com.au/careers/recruitment-process

· For your application to be considered, please apply via our website www.newater.com.au/careers

We are committed to filling this role promptly, so while applications for this role will close 11:59pm Sunday 29 June 2025, we will be reviewing applications as they are received and may commence interviews prior to the closing date.