Expression of Interest - Customer Duty Manager
We are searching for suitable applicants to form a pool that we can draw from to backfill periods of leave in the Customer Duty Manager role. This is an excellent development opportunity for anyone interested in developing their operational knowledge, incident management expertise and coordination of Sydney Water’s day of operations activities.
- An influential and critical role to the operation of the Customer Services and Customer Delivery businesses
- Ensures that customer impact of daily operations is minimised and proactive communication is provided to customers and stakeholders
- Leadership skills, operational management, incident management and high level communication skills required
- Parramatta Location
- Expression of Interest ONLY
- At least 3 suitable candidates will be selected
Please note that approval must be obtained from your direct manager prior to applying as you will be required to be available for around 10 weeks per year (with a minimum of 4 weeks notice).
At Sydney Water, we’re passionate about making a difference to the lives of our customers and communities.
About us
We have a proud heritage and a progressive future, providing world class drinking water and beautiful waterways from the mountains to the sea. We see the world is changing so we are changing too. Our people and their jobs are as diverse as the communities we serve.
About the role
The Customer Duty Manager is an influential and critical role to the operation of the Customer Services and Customer Delivery Business. This role is critical to the success of delivering an enhanced customer experience that aligns with Sydney Water’s customer promises through the daily direction, coordination and optimisation of Sydney Water’s operational activities. Role responsibilities include but not limited to;
- Acting as controller for significant incidents and providing an escalation point for emerging issues
- Coordinating response to complex customer & stakeholder issues and complaints
- Managing the risk/service/cost balance so that service is maintained to customers in a customer centric and cost-effective manner
- Minimising customer impact through coordinating Customer Delivery’s 24/7 operations from the Customer Hub
- Having ultimate decision making rights on operations/maintenance work where a potential customer impact exists
- Managing customer centricity and business efficiency in a busy working environment.
- Providing direction on escalation of incidents impacting service provision to customers and environment
About you
- Degree qualifications in engineering, commerce, management or experience deemed equivalent
- 7 to 10 years’ experience in utility asset and/or customer operations
- Demonstrated experience in managing complex customer/regulator/stakeholder relationships
- Strategic thinking in water, recycled water, wastewater &/or storm water management
- Demonstrated high level ability to communicate with impact using highly developed written & verbal communication skills.
- Broad knowledge of water industry trends and water, recycled, wastewater and/or storm water systems
- Leadership, operational management and incident management skills.
- An understanding of the application of operational technology, monitoring and remote control systems.
- Ability to make effective decisions and coordinate dispersed and diverse work forces.
- Ability to manage in a commercial environment
Please be advised that this role is 24/7 shift work. The expectation is that the successful candidate will participate in a 24/7 shift roster.
Please see the position description for the role’s full accountabilities.
Applications close: Monday 14th September 2020
You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. For more information, you can contact jess.mackay@sydneywater.com.au
We want your perspective and ideas to help us find better ways to delight our customers, so we encourage you to apply no matter your age, sex or culture. You can be part of a committed, highly skilled team who’ll appreciate what you bring to the table. You’ll set and achieve real goals and make decisions that matter, as together we help shape the lifestyle of greater Sydney.
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