Manager Customer Service

Lead, Coach, Transform, Perform

 We are looking for an experienced and people-focused leader to join our Contact Centre leadership team. This is a critical leader-of-leaders role responsible for building leadership capability, driving operational excellence, and leading our people through an exciting period of transformation and continuous change.

Success in this role will come from your ability to coach and develop leaders to confidently lead high-performing teams, create a culture of accountability and empowerment, and deliver sustained improvements in customer, people, and business outcomes within a fast-paced, high-volume environment.

You will play a pivotal role in delivering outstanding customer outcomes across traditional and digital channels while fostering a culture of engagement, continuous improvement, performance excellence and innovation. Using data-driven insights, coaching methodologies, and strong leadership practices, you will strengthen leadership effectiveness, build capability and drive measurable improvements in operational and customer performance.

What the Role Will Involve:

• Lead and support a team of leaders, building their capability, confidence and effectiveness to create engaged, empowered and high-performing frontline teams.
• Analyse operational, customer and people performance metrics to identify trends, opportunities and priorities that drive sustainable performance improvement.
• Create and embed a strong coaching culture, ensuring leaders are equipped to have meaningful performance and development conversations that improve capability and results.
• Drive measurable performance uplift across customer, operational and people metrics within a busy, highly dynamic contact centre environment.
• Translate business objectives into clear leadership expectations, ensuring leaders have the skills, tools and support required to execute successfully.
• Foster a culture of accountability, ownership, and continuous improvement where leaders and teams are empowered to make decisions and deliver outcomes.
• Lead organisational and local change initiatives, ensuring new services, processes and ways of working are successfully implemented, adopted and embedded.
• Lead teams through transformation initiatives, supporting the adoption of innovative technologies, digital capabilities and self-service solutions.
• Use performance insights and coaching frameworks to identify leadership capability gaps and implement targeted development strategies that strengthen leadership effectiveness and business performance.
• Foster an environment where people feel valued, supported and empowered to bring their best selves to work.

Your skills and experience:

• Proven experience successfully leading leaders in a customer-focused, complex and high-volume service delivery environment.
• Demonstrate the ability to think and operate strategically, shaping leadership capability, influencing business direction and driving long-term performance, customer and people outcomes.
• Demonstrated success developing high-performing leadership teams through coaching, capability building and accountability frameworks.
• Strong track record of driving measurable performance improvement across customer, operational and people outcomes.
• Experience creating and sustaining a high-performance culture while maintaining strong employee engagement and wellbeing.
• Proven ability to empower leaders and teams to take ownership, make decisions and deliver results in a fast-paced environment.
• Experience leading large-scale transformation and change initiatives within a contact centre or customer operations environment.
• Advanced analytical skills, with the ability to interpret data, identify trends and develop strategies that improve business performance.
• Exceptional stakeholder management, communication and influencing skills.

Why Join Us?

This is an exciting opportunity to make a genuine impact by shaping leadership capability, driving performance excellence and helping our teams successfully navigate an evolving customer service environment. If you are a collaborative leader who is passionate about coaching, customer outcomes and building high-performing teams, we'd love to hear from you.

Our Contact Centre operational hours are 7:00am to 7:00pm.

Sound like a match? Apply today

If you are interested in the above opportunity, please submit a covering letter and resume that best demonstrates your skills and experience as well as your ability to meet the requirements of the role.

Please note: By applying for this role, you are consenting to your current and previous line managers being contacted as references. It is strongly recommended that all internal applicants advise their line manager of any applications for acting or permanent positions prior to applying. 

As part of the recruitment process you may be required to complete pre-employment screening which may include a medical, qualification check, police clearance and Australian working rights check.  

Applications close on 27th August 2026

We reserve the right to withdraw this ad prior to the closing date. 

Our commitment to a diverse and inclusive workplace: 

Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, LGBTQIA+ folks and people from culturally and linguistically diverse backgrounds.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.

Applicants with disability who require adjustments, or alternative methods of communication in the recruitment process, can contact a Recruitment Officer at recruitment@watercorporation.com.au or 089420 2000.

To read our diversity and inclusion statement, please visit our website