There’s No Us Without U. Care with Us, for Today and Tomorrow
There's no life without water, and at Urban Utilities, we live and breathe that knowledge every single day. It's why our people are so passionate about what they do and how they do it. And it's why we need people like YOU. Come shape our future with us and make a real and lasting impact across our teams.
Your Opportunity
We are excited to be sourcing for a Customer Care Leader for our Customer Experience team, that forms part of our Customer & Innovation group.
The Customer and Innovation group leads and champions the way Urban Utilities connects with its customers. Our approach is focused on remaining contemporary, by understanding the current and future needs of our customers and appropriately shaping our services.
Customer care is at the heart of everything we do, and we are committed to with creating and evolving exceptional customer experiences that add lasting value for society, shaping a smarter, more sustainable future.
The Customer Care Leader is central to this focus. You will be responsible for managing escalated complaints, special meter reads, and complex customer enquiries, including those from key commercial accounts. This role oversees technical revenue and billing services, provides specialised advice on revenue-related activities, and ensures all work aligns with customer expectations and policies.
Some of your accountabilities will include:
- Understand of customer needs and deliver uniquely Urban Utilities experiences aligned to our values and service experience standards.
- Working collaboratively with other leaders and key internal and external stakeholders, and contribute to the development, delivery, and implementation of operational and continuous improvement initiatives.
- Monitoring performance against agreed Service Level Agreements (SLAs), identifying trends, and producing forecasts to inform future planning.
- Lead and develop a high-performing team by ensuring all team members are given learning and development opportunities and so that you are driving a learning culture.
- Identify and enable effective and efficient process improvements across Revenue Services to drive improved outcomes for customers and the organisation.
About You:
We are seeking candidates who are passionate about shaping our future, and ideally have the following qualifications, skills and experiences:
- You have a growth mindset, and you are able to build trust and meaningful relationships with your team and stakeholders.
- Experience in billing, revenue assurance, or financial operations, ensuring data accuracy and compliance with policies in a utility environment.
- Familiarity with billing systems, CRM platforms, and data management tools.
- Proven experience in identifying inefficiencies, implementing process improvements, and working with stakeholders to optimise workflows.
At UU, we celebrate diversity. We genuinely believe that bringing together diversity of thoughts, perspectives and expressions is key and crucial to our success as a business. You might find you meet some, but not all, of the job requirements for this role. We’d still encourage you to apply as we we’re looking for the right human being for this role - it’s about so much more than ticking all the boxes!
Why Urban Utilities?
At Urban Utilities, the work we do is about so much more than the bottom line. We're a leading provider of world-class drinking water and wastewater services to the vibrant communities of Brisbane, Ipswich, Lockyer Valley, Somerset, and Scenic Rim. As we continue to grow, we're committed to planning ahead and shaping a sustainable future around water for generations to come.
At the core of our work lies genuine care: for our team, our customers, communities, and the environment. From the flush of a toilet to major infrastructure projects and residential developments, we're dedicated to being there every step of the way.
Our HQ is in Fortitude Valley, Brisbane, but you'll find us all over SEQ - working in cool places like the SAS Laboratory in Darra, field-based depots in Eagle Farm, Acacia Ridge, Bundamba, and resource recovery facilities dotted across the region.
We know the chance to thrive, and progress comes hand in hand with the support to balance work with life. So, you’ll access an increasingly diverse range of benefits and initiatives that’ll help you bring the best you. Speaking of which, here’s just a sample of the benefits we offer our team:
- Flexibility at UU depends on the type of work you do but could include options such as, 9-day fortnights and flexible days. Talk to us about what flexibility means to you!
- 18 weeks of paid parental leave, 15 days personal leave including two proactive wellbeing days, and an additional day of leave each year to connect with friends and family
- Generous Salary Packaging options, including novated leases
- Corporate discounts across Health insurance, technology and more
- Urban Utilities is an endorsed employer for all women. See our range of benefits and policies directly atWORK180
Visit our website to learn more about us at
www.urbanutilities.com.au
How to apply
Click on the ‘Apply” to complete your application.
Please note: applicants may be required to undergo a Pre-employment medical, which may include Drug and Alcohol testing, as well as other background checks as part of the recruitment process for this role.
For further information please contact our Talent team at
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