Introduction About Icon Water Icon Water is an iconic Canberra business with a history of providing essential services to Canberra for over 100 years. With approximately 190,000 customers in the Capital region, we own and operate assets worth over $3.2 billion, comprising the ACT’s network of dams, water treatment plants, sewage treatment plants, reservoirs, water and sewage pumping stations, mains and other related infrastructure. Icon Water is a purpose driven organisation where everyone contributes to our core business, ensuring high quality drinking water and sustainable wastewater treatment. Icon Water’s culture is driven by our values of care, connection, community and courage. These are values we see in action every day as we challenge ourselves to meet the expectations of our community. Description Are you ready to be part of a team that keeps the heart of Canberra flowing? Join Icon Water – Make a Difference in Canberra’s Essential Services! What We’re Looking For: Icon Water is looking for an experienced Contact Centre Supervisor to lead and motivate a high-performing inbound customer service team. You’ll play a key role in ensuring our customers receive exceptional support, while helping your team thrive in a fast-paced, dynamic environment within the Customer Advocacy and Experience Branch in the Customer Engagement Group. About this role: This role has primary responsibility for overseeing the day-to-day activities of the 24/7 Faults and EmergencyContact Centre to ensure it operates efficiently and effectively in providing exceptional customer service. You will be required to: Build and maintain key stakeholder relationships, both internal and external. Contribute to the establishment and maintenance of meaningful metrics to measure and improve the service to our customers. Coach, develop and motivate individuals within the team, ensuring appropriate training and development plans are in place; role model and reinforce excellent behaviours including developing a culture of collaboration and accountability. Manage and maintain the telephony workflows and wall boards. Manage the 24/7 Shift Roster and ensure appropriate coverage of all queues to maintain business continuity, which may mean covering a rostered shift from time-to-time or temporarily jumping into the queues yourself to support the team during a serge period. Prepare monthly contact centre reports to inform performance against KPIs, workforce planning and opportunities for improvement and innovation. Keep senior management informed of critical escalating issues, emergencies or problems in a timely manner. Who we are looking for: We’re seeking a dedicated individual who can demonstrate their experience supervising a contact centre, and has: Demonstrated experience in providing high level communications across a broad range of stakeholders including experience in communicating effectively and sensitively with vulnerable people. Proven ability to ‘self-start’ and organise a complex workload and work to strict deadlines. Experience in influencing and gaining the cooperation of teams or individuals to meet objectives. Knowledge and understanding of the application of legislation, codes and contracts. To find out more about the role you can check out the detailed Position Description on our Careers portal . You can also contact lisa.quinn@iconwater.com.au via email for further information. If you’re ready to make a real impact and be part of a company that values your expertise, apply now.
