GWW is a Victorian government owned water corporation that provides an essential service to some of the fastest-growing communities in Australia, stretching from Melbourne's CBD to Lancefield in the north and Bacchus Marsh in the west. We embrace flexibility and connection with a balance of on-site and WFH. Free onsite parking (subject to availability) Gender neutral, 16-week parental leave Monthly work-life balance day off to treat yourself (if full-time) Free income protection and salary continuance insurance Access to corporate health insurance deals with major providers Wellbeing, prayer, and sensory rooms in the Footscray and Sunbury office The opportunity We now have this new role available! In this role, you will lead, manage, and motivate the Quality and Training team within our Customer Connect Team. Day-to-day you will be designing, implementing, and maintaining the quality assessment program and delivering associated training programs across all customer-facing roles, looking at the business-as-usual activities, coaching and developing high-performing teams, and contributing to a work culture that fosters trust and high-quality outcomes. Responsibilities Ensure that direct reports are supported, provided with constructive feedback, and held accountable for delivering high-quality work in alignment with organisational priorities and performance targets. Manage a high-performing team, maintain strong relationships with key stakeholders, provide daily direction for customer interactions, support customer experience through quality audits and improvement initiatives, evaluate processes and suggest improvements, and act as an escalation point for customer interactions. Ensure the team meets KPIs for quality, financial targets, and customer satisfaction, manage individual and team performance, allocate resources efficiently, and promote multiskilling to avoid task dependencies. Provide expert advice and recommendations to key stakeholders to facilitate robust decision-making, along with the building and maintenance of positive relationships with both internal and external stakeholders. Support the delivery of strategic and annual plans aligned with the overall GWW strategy and contribute to implementing designated aspects of the business plan. Contribute to business improvement programs, ensure effective communication and feedback, identify best practices, and drive continuous improvement in operational metrics. Ensure compliance with company policies, submit to audits, stay updated on regulatory changes, and help the company navigate them successfully. Develop team and individual performance, provide feedback and coaching, administer performance reviews, ensure appropriate training and resources, maintain a high-quality working environment, create opportunities for input and feedback, initiate employee engagement initiatives, and review reports for corrective action. Skills & Experience Experience in a similar role within a high-volume customer service centre or call centre environment. Confidence in successfully navigating complex customer-facing environments and applying a continuous improvement focus. Key abilities across analytical, decision making & reasoning in a customer service environment. Demonstrable people leadership capability. Engaging communication skills combined with the ability to build effective relationships & team morale. See yourself thrive! Our vision for GWW is Thriving People and Country. We aim to be as diverse as the communities we serve and are deeply committed to building a workplace where everybody thrives. We're supportive, inclusive, and friendly, and value everyone for who they are and what they can bring. We're seeking applicants across all cultural backgrounds, genders, and abilities, and will make reasonable adjustments as required, so please talk to us about what you need. Don't meet every single requirement? If you're excited about this role, we encourage you to apply. The successful candidate will be required to undergo pre-employment checks which will include reference checks, national police checks, and working rights in Australia checks. #J-18808-Ljbffr