Position Overview Permanent, Part-time opportunity (0.5 FTE, 20 hrs p/week) Opportunity to participate in a 6 weekly on-call rotational roster (attracting an availability allowance) True hybrid working - work from home and our Mitcham office Onsite training will be provided during business hours 9am-5pm Monday to Friday, starting Monday, 6 July 2026. $120,537.36 - $130,306.61 plus 12% superannuation (Pro Rata) Penalty rates applicable to below shifts: An employee on an afternoon shift shall receive a 15% loading on top of their base salary for the entire shift. An employee on Saturday shift shall receive a 50% loading on top of their base salary for the entire shift. An employee on Sunday shift shall receive a 100% loading on top of their base salary for the entire shift The Role This Team Leader role is responsible for leading and managing an after-hours team overseeing Yarra Valley Water's fault handling operations. With a strong focus on both people and operational excellence, you will drive performance, ensure seamless service delivery, and maintain high standards in a fast-paced environment. Through effective leadership, you will foster a positive and inclusive team culture, coach and develop team members, and inspire them to deliver exceptional customer service. Your ability to balance operational priorities with people management will be key to achieving outstanding individual and team performance. This role requires participation in a rotating after-hours duty roster, reflecting the operational demands and after-hours nature of the team's responsibilities. Expected shift times are: Tuesday - 4pm-8pm - Afternoon Shift Thursday - 4pm-8pm - Afternoon Shift Saturday - 9am-3pm Sunday - 9am-3pm About Us We're on a mission to create a brighter future, where you can be a change maker at the actual source. We're one of Australia's largest water utilities with over 30% of Victoria's population relying on us for their essential water and sanitation services. Our award-winning culture fosters an inclusive, collaborative, and flexible environment that enables our people to thrive. Here, you'll be inspired and challenged to grow alongside us. We're committed to reconciliation and supporting the self-determined role for Traditional Owners/Custodians in water and land management. Your Key Responsibilities Lead and manage the after-hours faults team, including workforce planning, resource allocation, back-office tasking, and quality assurance. Act as the primary escalation point for complex or high-risk issues during after-hours operations. Ensure effective customer communications during faults, emergencies, and infrastructure incidents to protect public health and corporate reputation. Oversee and coordinate service delivery across all customer interaction channels (phone, email, written correspondence, social media, and online platforms). Monitor, evaluate, and report on team performance, service efficiency, and resource requirements to senior management. Drive achievement of business KPIs through effective management of people, processes, and systems in a dynamic operational environment. Lead, coach, and develop a high-performing team aligned to organisational strategy, values, and service standards. Build and maintain a positive team culture that promotes trust, accountability, adaptability, and continuous improvement. Develop strong collaborative relationships across the organisation and with external stakeholders to support effective service delivery and resolution of escalated issues. Manage and improve customer service quality through active oversight, coaching, and performance feedback. What we're Looking for Demonstrated experience leading call centre or operational teams, with the ability to manage workforce planning, rostering, real-time queues and productivity. Strong capability in performance management, including setting KPIs, analysing metrics (AHT, ASA, FCR, CSAT) and driving continuous improvement. Proven problem-solving and decision-making skills, with the ability to prioritise competing demands and perform effectively under pressure. Sound understanding of quality, compliance and risk management, with a commitment to upholding policies, procedures and regulatory requirements. Resilient and adaptable leadership style, with experience guiding teams through change and maintaining composure in high-pressure, incident-driven environments. Tertiary qualification in Business, leadership or related field is highly desirable. To view the full position description, click HERE . Why Yarra Valley Water? We celebrate and encourage new thinking at every level. Creating opportunities for you to grow - both professionally, and personally. When you flourish, we all do. $120,537.36 - $130,306.61 plus 12% superannuation (Pro Rata) Flexible working arrangements where our people are empowered to design their days with their team. Read our hybrid playbook HERE. Free and secure on-site parking with on-site café at our Mitcham office. 16 weeks paid parental leave. 15 days paid personal leave, which can be used for caring, illness, wellbeing and mental health needs. 5 days paid reproductive leave which can be used for experiencing symptoms or undergoing procedures associated with issues such as menopause, menstruation, endometriosis, PCOS, prostate health, or IVF. Request to swap certain public holidays for another day of paid leave. To read more about our benefits and culture, read our employee handbook HERE . Did you Know? Research shows that men apply to jobs when they meet an average of 60% of the criteria, while women and other marginalised people tend to only apply when they meet all of them. So, if you think you have what it takes, but don't necessarily tick every box, please apply or get in touch. We'd love to have a chat and see if you could be a great fit. How to Apply Applications should include a supporting Cover Letter and Resume. The recruitment process will involve an initial shortlisting stage. If shortlisted, you'll be invited to attend an in-person interview and may be asked to complete psychometric testing. We'll provide more detailed information and guidance ahead of each step. Closing date: Sunday 3 rd May 2026 This position is available for Yarra Valley Water employees and external applicants. Please note that this ad may be closed prior to the closing date if application volumes are exceeded. We welcome applications from everyone, including Aboriginal and/or Torres Strait Islander peoples, people with disability, mature age and young job seekers, members of the LGBTIQA community and people of all cultural backgrounds. If you need this information in an accessible format or would like to discuss reasonable adjustments during the recruitment process. Please call 03 9872 2599 or email dei@yvw.com.au . If you need any help with the application process or would like to discuss the recruitment process, please contact us via email recruit@yvw.com.au . Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks, if required for the position. This may also include a Police Check or AusCheck, where an offer will be subject to a satisfactory outcome of these checks.
