Team Leader Urban Customers

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

Applications close: Monday 25 May 2026

Mandatory/key requirements: Driver’s license, Criminal background check, Confirmation of fitness for work.

About the role:

The Team Leader Urban Customers is responsible for leading a team of Customer Service Officers across multiple LMW locations. The role focuses on building a constructive, high‑performing, and motivated team culture, supporting staff development through coaching, performance reviews, and formal development plans.

The position oversees customer service processes, monitors performance outcomes, and ensures high‑quality service delivery for both internal and external customers. The role requires strong leadership capability, sound business process management, and the ability to manage competing priorities in a fast‑paced environment.

The position is available now to commence as soon as reasonably practicable.

Key responsibilities:

• Coordinate effective and efficient resourcing of customer service functions across multiple locations.
• Oversee and approve customer service processes, ensuring accuracy, consistency, and compliance.
• Prepare and present progress reports in line with business requirements.
• Identify, develop, and implement process improvements in consultation with relevant stakeholders.
• Maintain a compliance‑focused environment that meets legislative, statutory, and contractual obligations.
• Foster a proactive, collaborative, and solutions‑focused team culture.
• Travel between LMW offices as required to support Customer Service staff.

About you:

We’re seeking a capable people leader with demonstrated experience driving team performance and customer service excellence in a fast-paced, service-focused environment, along with the following:

• Extensive experience leading and managing people in a customer-focused environment.
• Strong written and verbal communication skills, including negotiation and conflict resolution.
• Ability to set, monitor, and report on KPIs to drive high team performance.
• Proven ability to interpret and apply legislation, customer charters, and compliance requirements.
• Experience managing stakeholder relationships with internal and external partners.
• Proficiency in using and developing customer management systems and databases.

What we offer:

• A friendly and inclusive culture
• Flexible working options to support a healthy work-life balance for you and your family.
• A dynamic workplace where every day offers new and exciting ventures
• Health and wellbeing initiatives including an Employee Assistance Program.
• A strong focus on career and leadership development
• Attractive salary and employment benefits under our Enterprise Agreement

Working at LMW will inspire you to be passionate, innovative and dynamic. The skills and abilities you bring to the role will be valued. We are committed to fostering a high-performing culture through continued coaching, developing and learning opportunities which will support an exciting career.

How to apply:

To apply for this role, please submit your resume and a covering letter/email that outlines how your skills, experience and capability align with the key responsibilities.

Email your application to recruitment@lmw.vic.gov.au by Monday, 25 May 2026. Enquiries can be directed to Wendy Davison on 0473 576 911 or the Recruitment email address.

To apply for this role, you must have the right to work in Australia.

Applications will be considered as received and we encourage you to submit your application before the closing date.

Position Description

We pride ourselves on our inclusive and diverse workforce and celebrate that everyone at LMW is unique in their own way. These unique differences create a culture at LMW that enhances not only our organisation but also the community in which we serve.

If you require any help with your application, accessibility or reasonable adjustments during the recruitment process please don’t hesitate to contact our Diversity & Inclusion Officer – Steph on 0498 400 052.

About Us

LMW delivers essential water services to approximately 80,000 urban and rural customers along the Murray River. Our service region spans the traditional lands of First Nations Peoples, from Barapa Barapa at Koondrook through Latji Latji in Mildura to Ngintait near the South Australian border. We operate both urban and rural water businesses, supporting households, commercial enterprises and large-scale irrigation. As a regional leader, LMW plays a key role in driving social, environmental and economic outcomes which strengthen community prosperity.