Work. Are you an experienced leader with a passion for customer service excellence?  Come and join Sunwater as our Customer Support Team Lead where you will be responsible for delivering high services to ensure a continued focus on customer satisfaction. This position supervises a team of eight Customer Service Advisors and has responsibility for leading team performance and quality.

In addition, you will:

• Evaluate and improve team performance through quality assurance reviews
• Analyse and leverage team and individual data metrics to provide insights into improvement areas
• Assess and manage workload allocation across the team based on competency and capability
• Manage and resolve customer complaints in accordance with the Sunwater Customer Complaints Framework
• Provide detailed reports to senior management on team performance, customer feedback, and strategic recommendations for service enhancements
• Develop and implement customer service policies and procedures to ensure a strong customer focus in all services to meet both customers’ needs and Sunwater’s business objectives.

We are seeking an accomplished leader with 5+ years’ experience in a customer service/account maintenance management role. You will have tertiary qualifications in a relevant field (or equivalent experience) and demonstrated experience leading a small team with a demanding workload in a changing environment. 

In addition, you will have the following skills:-

• Organisation – Ability to coordinate and support the delivery of organisational objectives

• Effective Communication – Well-developed interpersonal skills and the ability to work collaboratively with internal and external stakeholders

• Problem Solving – ability to think “outside the box”, providing flexible solutions to problems that support Sunwater to be customer-centric.

This full-time opportunity, based at our Fortitude Valley office. At Sunwater, we have a genuine emphasis on work/life balance and to ensure you are well-rewarded for your dedication and hard work, this role offers an attractive base salary starting from $122,994.56, plus 12.75% superannuation and 17% leave loading.

Water - Imagine a career where your work truly matters, where you are part of a team that values you and your contributions. At Sunwater, you will bring life’s most essential resource to over 5,000 agriculture, urban and industrial customers, helping to sustain communities and drive water for prosperity across regional Queensland. We share the values of these communities — starting with caring about our people. Engage in fascinating work that is constantly evolving, allowing you to grow and shape a successful career and develop unique skills and experience in an industry brimming with opportunity.

Life - At Sunwater, we believe our employees are our greatest asset, and we are committed to providing the support, resources, and benefits that you need to thrive. That's why we offer a range of attractive benefits designed to help you bring your best every day, including:

• My benefits: Access employee benefits and discounts hosted by Reward Gateway
• My wellbeing: Prioritise your wellbeing with our comprehensive health and wellness offerings and programs
• My time: Enjoy flexible working arrangements and the ability to purchase up to 4 additional weeks of leave, ensuring you can tailor your work to fit your lifestyle
• My growth: We prioritise your professional growth with career development programs, study assistance, support for professional memberships, and structured early career pathways to help you build a rewarding and successful career

Now is the perfect time to join Sunwater and take advantage of the boundless opportunities for your career today and in the future.  We are a diverse team and proud of the unique journeys and stories each of us brings. As we continue to grow, we need more diverse backgrounds and perspectives than ever before. We are committed to a barrier-free recruitment process and work environment. If you require any accommodations, please let us know so we can ensure you can fully participate in our recruitment experience, which includes reference verification, psychometric testing, background checks and a pre-employment medical evaluation to ensure the best fit for our team.

Sunwater acknowledges Aboriginal and Torres Strait Islander peoples as the first peoples of this country and Traditional Custodians of the land and water we rely on. We respect and value their continued sacred connection to Country, including the diverse, rich traditions, languages and customs that are the longest living in the world.  We acknowledge their resilience in the face of significant and ongoing historical, cultural, and political change within Australia. We recognise and value the importance of truth-telling today, and our role to listen and learn.

Apply for this role by hitting the Apply button now or visit our website to learn more.