Team Leader Customer Experience

Full Time Ongoing

Business Services Band D: $102565 $118729 per annum plus 12% statutory superannuation.

Location: Maffra Office or Traralgon Office

About Southern Rural Water

Southern Rural Water (SRW) is a Victorian water corporation with nearly 170 staff managing major dams weirs water licencing and more from Mallacoota through to the South Australian border. At SRW we believe that diversity makes us stronger and we are committed to creating an inclusive workplace where everyone feels respected valued and empowered to thrive and contribute to collective success. Through providing a flexible always safe workplace and promoting employee development we empower employees to contribute to our strategy of great value for customers and community through excellence in rural water management.

How We Support You

At Southern Rural Water we recognise and prioritise the wellbeing and fulfillment of our staff members. Heres what we offer to ensure a balanced and rewarding work experience:

• Embrace flexibility: We support various working arrangements including WFH 9-day fortnights tailor your work schedule to accommodate for school drop off and pick up hours.
• Generous leave provisions: 15 days sick leave and 14 weeks paid parental leave to support you during lifes important moments!
• Health and Wellbeing: Yearly reimbursement of up to $150 per financial year to support you in physical mental and financial wellbeing.
• Professional development: We support your growth through a range of internal and external training initiatives and offer study assistance programs to empower you to reach your full potential.
• Employee Assistance Program: Receive comprehensive support for yourself and your family through our employee assistance program.
• Salary Sacrifice: Salary Sacrifice options for vehicles equipment and superannuation to enhance your financial benefits.
• See what else we can offer you on our Careers Page!

About the Role

Southern Rural Water is seeking a people focused leader to join our team as the Team Leader Customer Experience (TLCE). If you are passionate about leading a high performing team thrive in a regulatory environment and enjoy problem solving this could be a great opportunity for you!

At Southern Rural water the Customer Experience team has two key streams of focus and expertise; Customer service and Water licensing assessments. TLCE leads and mentors the Customer Experience team to ensure a seamless customer experience for our customers through the water licensing process general customer enquiries billing records management and process improvement. They are also required to provide high quality timely advice to the Ministers delegate (Manager Water Licensing) through the licensing assessment process.

As TLCE you will play a key role in fostering a collaborative and high performing team culture that values growth accountability and shared success. With a strong focus on delivering exceptional customer service you will drive consistency efficiency and excellence in providing a seamless experience for our customers and stakeholders.

In this role you will also act as a subject matter expert providing water licensing and regulatory advice to internal teams supporting government initiatives and projects and serving as an escalation point for complex projects complaints and applications.

As the Team Leader Customer Experience some of your responsibilities will include:

• Effectively lead and manage a cross functional customer centric workgroup by meeting service agreements and KPIs for external customer services and license applications.
• Lead optimisation projects that aim to increase efficiency decrease duplication and allow for an uplift in our customer experience.
• Provide specialist advice and resolution on complex customer and applications issues in conjunction with Manager Water Licensing Senior Assessment Officers and Senior Customer Experience Officer.
• Mentoring and supporting team members to build a strong collaborative culture within the Customer Experience team and across the business.
• Use powers conferred through Ministerial Delegations and SRW instruments of delegation consistent with SRWs role as a regulatory authority.

About you

The successful candidate for this position will be able to demonstrate some of the desired experience and abilities below:

• Experience in leading developing and supporting teams to deliver results in a complex customer service or applications environment.
• Demonstrated ability to establish and implement effective customer experience processes to uplift service delivery drive improvement and achieve robust customer outcomes.
• Demonstrated ability to understand and interpret legislation and/or policy and apply it to the task at hand.
• Excellent communication and negotiation skills including the ability to identify complex problems mitigate risks and achieve positive resolutions.
• Experience in the water industry and familiarity with relevant legislation policies compliance frameworks and the Victorian Water Register will be highly regarded.

How to Apply

Applications should be made onlineby clicking Apply beforemidnight Sunday 9 November 2025 or by visiting our website:

Please take the time to describe how your knowledge skills and abilities would make you a suitable candidate for this role as part of your cover letter.

A Position Description for this position can be obtainedfrom this link.

Southern Rural Water is committed to diversity and inclusion in employment and is proud to encourage applications from people of different backgrounds abilities ages genders gender identities and/or sexual orientations.

Southern Rural Water acknowledges the Traditional Owners of the lands and waters we work with and within and pay respects to Elders past and present.

We welcome applications from people with disability and aim to provide an inclusive and accessible workplace. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews please contact: