Team Leader Customer Services
Join Lower Murray Water and play a key role in leading our Customer Service team to deliver exceptional service experiences for customers across north-west Victoria. We're seeking an experienced and people-focused Team Leader Urban Customers to lead a high-performing team, drive service excellence and support continuous improvement across our Customer Services function.
Join LMW’s Customer Service team in a new leadership position during an exciting time of change and growth for our valued customers and stakeholders.
| Salary | Band 4 commencing from $95,745 per year (+ Superannuation) |
| Employment type | Full time |
| Location | Mildura/Swan Hill |
| Applications close | 5pm Wednesday 11 November 2026. |
| Mandatory/key requirements | Driver’s license, criminal background check, confirmation of fitness for work |
About the Role:
Reporting to the Manager Customer Services, the Team Leader Urban Customers is responsible for leading a team of Customer Service Officers across multiple Lower Murray Water locations. The role focuses on building a constructive, high-performing team culture while supporting staff development through coaching, performance reviews and development planning.
You’ll oversee customer service processes, monitor service outcomes and ensure high-quality service delivery for both internal and external customers. Working collaboratively across the organisation, you’ll contribute to continuous improvement initiatives while ensuring compliance with legislative and organisational requirements.
What You Will Be Doing:
- Coordinate effective and efficient resourcing of customer service functions across multiple locations.
- Lead, coach and develop Customer Service Officers to achieve individual and team success.
- Oversee customer service processes to ensure accuracy, consistency and compliance.
- Monitor team performance and support achievement of service objectives and KPIs.
- Prepare and present progress reports in line with business requirements.
- Identify, develop and implement process improvements in consultation with stakeholders.
- Foster a collaborative, proactive and solutions-focused team culture.
- Manage stakeholder relationships and maintain a compliance-focused operating environment.
- Travel between Lower Murray Water offices as required to support Customer Service staff.
About you
You are a capable and experienced leader who is passionate about customer service and team development. You enjoy building positive workplace cultures, coaching staff and driving continuous improvement.
You have strong communication skills, sound judgement and the ability to balance operational priorities while maintaining a focus on customer outcomes.
You’ll Bring:
- Extensive experience leading and managing people in a customer-focused environment.
- Strong written and verbal communication skills, including negotiation and conflict resolution.
- Demonstrated ability to set, monitor and report on KPIs.
- Proven ability to interpret and apply legislation, customer charters and compliance requirements.
- Experience building productive relationships with internal and external stakeholders.
- Demonstrated ability to build positive team cultures and lead by example.
- Experience identifying and implementing operational improvements and efficiencies.
- Proficiency using customer management systems and databases.
- A commitment to safe work practices and continuous improvement.
Why Join Us?
At Lower Murray Water, we value diverse perspectives and support our people to grow.
What we offer:
- Professional development and career advancement opportunities.
- Flexible work arrangements where operationally suitable.
- Health and wellbeing programs, including EAP support.
- A collaborative and inclusive team environment.
- Opportunities to shape customer service delivery across the organisation.
- Competitive salary and benefits under our Enterprise Agreement.
- Meaningful work supporting regional communities and essential water services.
Diversity, Equity and Inclusion:
We encourage applications from First Nations Peoples, people with disability, people from culturally and linguistically diverse backgrounds, LGBTQIA+ communities, and people of all ages and life experiences.
If you’re interested in this role but don’t meet every requirement, we still encourage you to apply. We value diverse experiences, transferable skills and a willingness to learn.
How to apply:
Submit your resume and a cover letter outlining your interest in the role and the skills you can bring to our team.
Applications should be emailed to recruitment@lmw.vic.gov.au by 5pm Wednesday 11 November 2026.
For a confidential discussion, please contact Wendy Davison on 0473 576 911.
Applicants must have the right to work in Australia.
Appointment is subject to a national criminal history check and fit-for-work assessment. A criminal record does not automatically disqualify an applicant; each case is assessed on its merits.