Team Lead Retailer Customer Experience

About Seqwater

Water is essential for life. At Seqwater were not just delivering waterwere driving innovation growth and transformation to secure the future of water across South East Queensland.

As one of the largest water businesses with the most geographically spread and diverse asset base of any capital city in Australia our operations extend from the New South Wales border to the base of the Toowoomba ranges and north to Gympie.

As we enter an exciting period of expansion were embracing new technologies and sustainable practices to meet the growing needs of our region. We work collaboratively across our organisation and with our stakeholders constantly striving to enhance the quality of service we provide. As we modernise our systems and invest in smarter water grids we remain focused on delivering the highest standard of service always with the future in mind.

Our transformation is about more than just infrastructureits about people. Our team of dedicated professionals are united by a shared passion for creating lasting meaningful outcomes for the communities we serve and this is reflected in Our Vision Water for Life Our Promise Safe for Life and Our Values of integrity respect care and courage that shape everything we do.

If you want to be part of an organisation thats shaping the future of water management now is the time to join Seqwater.

About Your Opportunity

Reporting to our Manager Commercial and Customer Direction you will be responsible for driving improved customer experience for Seqwaters Retailer Customers as well as driving the Customer Experience program across Seqwater. You will work together with the business to set the longterm strategic direction that puts the needs of these customers at the centre of our decision making. Your passion for customers will be key to helping Seqwater understand the evolving needs of these important customers and including planning processes to improve services and meet growing demands. You will build on existing customer engagement models to foster collaborative and commercially robust outcomes. You will champion ongoing reform of the bulk water supply framework that supports commercial and collaborative outcomes for Seqwater and its Retailer Customers with effective regulatory oversight.

Leverage your commercial acumen to elevate current workstreams in regulatory framework reform and service standards by developing a cohesive forwardthinking strategy with clearly defined contractual relationships established for each of our Retailer Customers.

Key responsibilities:

• Responsible for developing and leading the implementation of an overarching strategy for improving customer experience.
• Develop and oversee customer engagement processes and annual survey for the Retailer Customers to foster an environment of collaboration and commercial interactions to meet service needs.
• Collaborate with internal stakeholders to support the resolution of Retailer Customer issues relating to service delivery e.g. metering.
• Defining business processes for Seqwater with regards to our Retailer Customers to ensure there is clarity to guide customer interactions.
• Lead the reform of the bulk water supply legislative regulatory and commercial framework to support more customeroriented and commercial outcomes for Seqwater and its customers achieving demonstrable reductions in regulatory and administrative burden.
• Management of the Bulk Water Supply Agreements with the five Retailer Customers including related legislative obligations and ensuring Seqwater has clear agreed and measurable obligations with Retailer Customers.

About you

To be successful in this role you will possess:

• Tertiary qualification in Economics Business or related field or an equivalent combination of education and experience.
• Extensive experience at senior level or equivalent.
• Demonstrated commercial acumen including the management and negotiation of contracts.
• Extensive experience dealing with large corporate customers ideally in a utility industry.
• Proven experience in driving sustained organisational improvements in customer experience.
• Knowledge of water quality parameters for a bulk water utility (desirable).

This position will be offered as an individual TFR package with an attractive salary and is a permanent full time role.

Appointment to this role is subject to the provision of a national police check and may be subject to other medical/character requirements. Please note that people with criminal records are not automatically deemed ineligible. Each application will be considered on its merits.

For a more detailed preview of the work that you will be involved in for this role feel free to take a look at the position description on our careers page We also invite you to connect with us on LinkedIn and join our growing community of followers to see all the latest news and job opportunities as and when they happen you are looking for an extraordinary career in which you can make a real impact wed love to hear from you!

Why Work For Us

At Seqwater we care.

We offer competitive pay and job security while prioritising the health and wellbeing of our employees through initiatives such as immunisation programs and skin checks. Our flexible hybrid working options help you balance your career with your personal life.

Youll benefit from discounted memberships ongoing professional development opportunities and generous leave options including the ability to purchase additional leave.

At Seqwater we are dedicated to fostering an inclusive workplace that celebrates diversity ensuring everyone feels included respected and treated fairly.

To apply

Submit your cover letter outlining how you meet the requirements of the role and your resume via the Apply button.

Applications close: 11:55PM AEST Sunday 27^th April 2025

For further information please email enquiries to

Please note applications cannot be accepted via email.