Customer Service and Support Lead
AU
About the Company
Goulburn Valley Water (GVW) provides quality water and wastewater services to 54 towns in North Central Victoria. Our core purpose is to deliver safe, reliable, and affordable water services to residential, commercial and industrial customers.
An exciting new opportunity presents for a leadership professional to provide operational management in our Retail Customers and Billing team.
If you are passionate about delivering exceptional customer experiences and leading high performing teams, we are seeking a Customer Service and Support Lead to play a key role in achieving our Strategy 2025 and Customer Roadmap 2025 – 28. This position will lead customer service and support activities for over 60,000 residential and small business customers ensuring every interaction reflects our commitment to service excellence.
You will provide day to day operational leadership for customer contact, account management and complaints resolution, while driving improvements that make it easier for customers to engage with GVW. A key focus will be supporting vulnerable customers through our dedicated support program.
If you are ready to lead with purpose and deliver with impact to shape the future of customer experience for our organisation, we are keen to hear from you.
About your new role...
Working collaboratively across the organisation this position will help foster a customer centric culture that is aligned with GVW values.
Your proven leadership experience in customer service or support environments and strong communication and problem-solving skills will add further dimension to a team that is committed to making a real difference for our customers and community.
From managing day to day operations to delivering programs for vulnerable customers, this role is all about leadership, customer experience and making a difference. In an exciting project, you will have the opportunity to champion the rollout of GVW’s new CRM/Billing system.
This position is based at the Shepparton Administration Centre in the Fryers Street CBD precinct and requires daily on-site presence due to the nature of the role.
About you...
To be considered for this role you must have demonstrated some of the following:
- Degree or above in Business, Management, Customer Service (or a related field) or a lessor qualification with a minimum 7 year’s experience in a related leadership role
- Diploma or above in Front Line Leadership or equivalent
- Proven experience in a customer service leadership role, preferably in a utilities or similar regulated environment.
- Experience in developing and leading high performing teams, embedding service culture and driving service improvements
- Proficiency with Billing/CRM systems, customer service technologies and digital platforms
- Exceptional analytical and problem-solving abilities with a focus on developing practical initiatives and solutions.
- Excellent communication and interpersonal skills, including written and presentation skills with the ability communicate technical information to a variety of audiences and influence stakeholders
- Strong OHS commitment and focus.
- Committed to contributing positively to your team and the organisation.
Please note all applicants must be an Australian Citizen, permanent resident or a visa permitting you to work in Australia and hold a current driver's licence.
Where you'll be working...
Don't take our word for the amazing liveability/lifestyle benefits of the regions we service, check out these sites to learn about where you could work and play; Greater Shepparton region, Go Seymour Go Nagambie and Strathbogie Shire Podcasts, Destination Cobram
What you'll get...
You will have the opportunity to join a diverse and inclusive organisation with strong ties to our regional community.
- Classification SEO1: $125,150 - $145,400 (no vehicle) + superannuation (starting salary point is negotiable dependent upon relevant, qualifications, skills, and experience demonstrated)
- Full-time position – expectation to be on site everyday due to the operational management nature of role
- Opportunity to make a difference to the team and wider organisation and contribute to the ongoing liveability and prosperity of the region you live in.
- Shepparton based - regional lifestyle benefits.
- An organisation committed to OHS and safe working practices and the wellbeing of its staff including flu vaccinations, skin checks and Employee Assistance Program (EAP)
- Supportive team culture
- Encouragement and support to pursue professional growth and development opportunities.
- Annual performance reviews that encourage recognise and reward performance.
- Flexible, diverse, and inclusive workplace
For further information on this position, you are encouraged to contact Laurienne Winbanks, Manager – Retail Customers and Billing on 0455 744 890
Applications close 11:59pm, Friday 9 January 2026
Interested?
Please apply via our online portal, clicking the blue "apply" button below
*Please note, when you click the apply button you will be taken to the online application form. Here you will be asked to provide personal and contact details and respond to employment related questions. You will be required to attach your cover letter, resume, and address key selection criteria when prompted
Goulburn Valley Water is an equal opportunity employer valuing all people, diverse backgrounds, experiences, and perspectives
Position Description