Head of Customer Service

About the role

Unitywater is looking for a Head of Customer Service to lead its Customer Service function within the Customer Experience business unit for a 12-month maximum-term contract. The role provides senior leadership across customer operations, resolving complex customer issues and building strong stakeholder relationships, particularly with Field Services, Strategic Engagement and Engineering Solutions.

Key responsibilities

• Lead and develop a diverse team, fostering accountability, collaboration and continuous improvement, and coaching emerging leaders.
• Manage complex, sensitive and long-running customer complaints and escalations, including engaging directly with difficult customers where needed.
• Work with internal stakeholders, senior leaders and executives to resolve complex matters and identify process improvements that prevent recurring problems.
• Balance customer needs with commercial priorities and influence outcomes across the business.

Required profile

• Tertiary qualification in Business, Commerce, Marketing or a related discipline, with strong commercial acumen and an understanding of customer experience, service improvement and regulatory obligations.
• Significant senior leadership experience in customer service operations, including leading high-volume operations and ideally contact centre management; experience in a 24/7 utility or similar complex service environment is highly regarded.
• Demonstrated experience managing complex complaints and escalations, including personally engaging with difficult customers.
• Experience acting as a stakeholder manager, working with senior stakeholders such as Members of Parliament and councillors.
• Strong people leadership, able to hold people accountable and build a positive culture.

What we offer

• Hybrid and flexible working, with purchased annual leave and floating public holidays.
• Wellbeing support including discounted private health insurance, salary packaging, an employee assistance program and retailer discounts.
• Learning and development such as study assistance, a dedicated learning program and professional memberships.

The role is based at the Maroochydore head office, with onsite work required at both the Maroochydore and Mango Hill customer service centres; some hybrid working will be considered. Applications close by close of business on Tuesday 17 November 2026, and successful candidates must confirm their right to work in Australia and complete pre-employment checks.