Title:  Customer Services Manager

About Veolia

Veolia Australia & New Zealand is the only global company to provide a full range of environmental services in the fields of water, waste management and energy solutions. With the global expertise gained from serving the environment for more than 170 years, Veolia operates in more than 57 countries around the world, with well over a hundred sites and approximately 6500 employees in Australia & New Zealand.

Veolia is a global leader in environmental services, committed to ecological transformation through sustainable water and waste management solutions. We're dedicated to delivering operational excellence while upholding the principles of Te Mana o Te Wai—respecting water as a taonga (treasure) for our communities and environment.

The Opportunity

Veolia is seeking an experienced Customer Service Manager to lead our Papakura customer service and billing functions.

As a key member of the Veolia Papakura Leadership Team, you will provide strategic direction, commercial oversight and operational leadership across customer service, billing, revenue coordination and credit control. You will play a pivotal role in delivering exceptional customer outcomes while strengthening operational performance and financial results.

This is an excellent opportunity for an experienced customer service, customer experience or utility billing leader who is motivated by continuous improvement and enjoys making a measurable difference.

What's on offer

• Competitive salary
• A great team focused working environment
• Opportunities for professional growth and development
• Stable employment with a reputable, world leading, 3 waters Network focused organisation
• Meaningful work that contributes to the well-being of our community and keeps the cogs of society turning. 
• Employee assistance programs (EAP) through assure which covers mental health, nutrition, financial, legal, coaching and career transition support

What you'll be responsible for

You will lead a team of 10 across customer service, billing and revenue functions, including three direct reports and six customer service agents.

Your responsibilities will include:

• Leading the daily operations of the Papakura customer service office and maintaining high service standards.
• Managing team performance, KPIs, service levels, workforce planning and business continuity.
• Overseeing customer billing cycles, volumetric data, tariff calculations, account adjustments and revenue reporting.
• Ensuring billing accuracy, data integrity and compliance with credit control policies.
• Managing complex customer queries, billing disputes, leak allowance claims and escalated complaints.
• Developing and maintaining effective complaints, dispute resolution and service recovery processes.
• Leading Veolia’s customer feedback, Voice of the Customer, NPS and customer insights programmes.
• Using customer feedback and root-cause analysis to drive improvements across billing, field operations and customer service.
• Identifying opportunities to improve systems, processes and operational efficiency.
• Supporting change management, digital improvements and continuous improvement initiatives.
• Building strong relationships with customers, community representatives, elected members and key stakeholders.
• Representing Veolia at community events, meetings and public forums.
• Developing a customer-focused culture built on accountability, collaboration and operational excellence.

What you'll need to be successful

You will be an accomplished leader with extensive experience in customer service management, customer experience, customer insights, utility billing or a related service environment.

You will bring:

• A tertiary qualification in commerce, marketing, business administration, customer experience or a related discipline.
• At least 10 years’ senior experience in customer service, customer experience, customer insights or utility billing.
• Demonstrated experience designing and managing Voice of the Customer, NPS, CSAT or Customer Effort Score programmes.
• Strong experience developing closed-loop customer feedback and service recovery processes.
• A practical understanding of complaints escalation frameworks and dispute resolution.
• Knowledge of utility billing systems, billing processes and credit control.
• Strong analytical, financial and reporting capability, including advanced Excel skills.
• Excellent communication, presentation and stakeholder management skills.
• The ability to build trust and influence at all levels, including with senior leaders, public sector organisations and community stakeholders.
• Strong organisational skills and the ability to manage competing priorities.
• A resilient, solutions-focused approach and the confidence to make sound decisions.
• High personal integrity, professionalism and a genuine commitment to customer service.

Why Veolia?

At Veolia Australia and New Zealand, you'll join a team of over 6500 passionate innovators... and good humans. Our environmental solutions help customers preserve and renew our natural resources, creating a better future for our planet. Here, you'll have the opportunity to build your career, and resource the world.
If you can tick most of the boxes and are keen to contribute to Veolia's ecological transformation, then hit the apply button now!

THIS STEP IS IMPORTANT
To apply for this vacancy you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.

Fairness, Diversity & Inclusion

At Veolia we value diversity, equality and inclusion, we are committed to providing working environments where everyone is included and treated fairly and with respect. We welcome applications from Maori and Pasifika, Veterans, people with disability, mature age and early careers, members of the LGBTI+ community and people from all cultural backgrounds