Head of Customer Service

About Greater Western Water

We’re water… and more.

GWW is a Victorian government owned water corporation that provides an essential service to some of the fastest-growing communities in Australia, stretching from Melbourne’s CBD to Lancefield in the north and Bacchus Marsh in the west. Click here to learn more

Benefits

• We embrace flexibility and connection with a balance of on-site and WFH
• Free onsite parking (subject to availability)
• Gender neutral, 16-week parental leave available from commencement
• Monthly work life balance day off to treat yourself (if full-time)
• Free income protection and salary continuance insurance
• Access to corporate health insurance deals with major providers
• Wellbeing, prayer, and sensory rooms in the Footscray and Sunbury office

The opportunity

This is a rare chance to step into a pivotal leadership role that shapes the future of customer service at Greater Western Water.

As Head of Customer Service, you will lead the vision and operations of our customer service function—driving seamless, innovative, and customer-centric interactions that build trust and deliver real value for our customers. You will oversee strategy, operations, and workforce capability across all channels, championing continuous improvement through data-driven insights while fostering a high-performing, customer-first culture aligned with our values. With accountability for compliance to Water Industry Standards and responsibility for managing escalated customer issues, you will also work closely with regulators and the Ombudsman to address systemic risks and achieve exceptional outcomes. This is your opportunity to make a meaningful impact—on our customers, our reputation, and the future of our service.

Responsibilities

• Lead the customer service strategy, ensuring alignment with organisational goals and driving improved satisfaction, trust, and service delivery.
• Provide strong, visible leadership that builds a high-performing, customer-focused culture across our teams.
• Oversee multi-channel operations (contact centre, digital, email, face-to-face), and the complaints resolution function ensuring KPIs, SLAs, quality standards, and compliance requirements are consistently met.
• Use data and analytics to identify service trends, improve customer journeys, and strengthen complaint handling and resolution.
• Ensure effective processes and systems, including CRM tools, accurate customer data management, and robust business continuity plans.
• Develop and coach leaders and teams, creating clear development pathways, driving accountability, and fostering collaboration across Customer Experience functions.
• Manage regulatory and reporting obligations, ensuring timely, accurate updates and adherence to water industry standards.
• Oversee budgeting and resourcing for Customer Service operations to support efficient service delivery.
• Lead and support key projects and continuous improvement initiatives, delivering operational and financial benefits to GWW.
• Build strong internal and external partnerships, collaborate across the business to deliver seamless customer experiences, and take ownership of the EWOV relationship

Skills & Experience

• Proven leadership experience in large-scale customer service or customer experience environments, ideally within complex or regulated sectors.
• Demonstrated capability managing multi-channel customer operations, including call centres, digital platforms, and face-to-face service delivery.
• Strong expertise in customer experience design, digital service channels, and CRM systems.
• Strategic leadership experience with a track record of driving cultural, operational, and service transformation.
• Exceptional people leadership skills, with the ability to coach, develop, and inspire high-performing teams.
• Advanced stakeholder management and negotiation skills, including working with Ombudsman and regulatory bodies.
• Highly data-driven, with strong analytical skills and the ability to convert insights into actionable improvements.
• Excellent communication and influencing skills, including experience presenting complex information to executive teams and Boards.

See yourself thrive

Our vision for GWW is Thriving People and Country. We aim to be as diverse as the communities we serve and are deeply committed to building a workplace where everybody thrives. We’re supportive, inclusive, and friendly, and value everyone for who they are and what they can bring.  

We’re seeking applicants across all cultural backgrounds, genders, and abilities, and will make reasonable adjustments as required, so please talk to us about what you need.

Don’t meet every single requirement? If you’re excited about this role, we encourage you to apply.

Don’t delay your application, include your resume, and cover letter (no more than 1 page), shortlisting will straight away!

The successful candidate will be required to complete pre-employment checks, including reference checks, medical assessments, a national police check, and verification of working rights in Australia.