Manager, Customer Assist

• Flexibility to WFH & across the Footscray & Sunbury offices
• Free income protection & life insurance, discounted health insurance & flexible work options.
• Deliver great outcomes for our customers, community and Country!

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

We have this exciting opportunity available!

In this role you will manage our Customer Assist function which includes credit collections and supporting our hardship and vulnerable customers through our Community and Care team.

The role will see you coach and guide the Customer Assist Team Leaders and collaborate across the business with stakeholders for the efficient and effective credit collection.

At the forefront of this role, you will be supporting GWW’s brand, reputation and customer experience by leading the delivery of best-practice resolutions to ensure GWW meets key financial targets for aging debt and write offs. This role is critical in providing leadership in credit management together with creating and improving credit-related business processes.

If you have a passion for people and achieving positive outcomes, come join the team at GWW!

Responsibilities

• Ensure GWW meets key financial targets for collections achieved through the implementation of a comprehensive suite of collection approaches. 
• Provide strategic and operational contributions to business plans, within required timeframes.
• Participate and as required, lead elements of the development of campaigns, system and technology solutions to support business processes.
• Establish the strategic framework and infrastructure for debt collections in line with existing targets and customer service guidelines. 

• Deliver an exceptional customer experience through quality interactions, knowledge sharing, accurate processes and customer satisfaction improvement initiatives, and manage team to meet all agreed KPI’s. 

Skills & Experience

• Proven understanding of legal and regulatory requirements associated with credit and collections activities in the water industry.

• Demonstrated leadership in credit management and experience in creating and improving credit-related business processes.
• Advanced understanding of the customer debt cycle and implementing cost-effective and equitable process improvements.
• Experience within a contact centre or customer focused environment.
• Exceptional commercial acumen and budget management.
• Experience across data analytics, diagnostics and reporting systems.  

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 commence early!

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.

Applications close: Tuesday 29, July