Customer Care Lead

Reporting to the Customer Care Coordinator, the Customer Care Lead – Collections plays a key role in Coliban Water’s customer case management. This hands‑on leadership role guides a dedicated team supporting the recovery of outstanding accounts and serves as the first point of contact for customers experiencing payment challenges or vulnerability. Key Responsibilities Leading and developing the Collections team to deliver high performance, operational efficiency, and compliance while ensuring our service is accessible and meets the needs of our customers. Managing complex customer accounts with a proactive, customer‑focused approach aligned to policy and legislation. Monitoring case trends, analyse high‑risk accounts, and provide insights to guide business decisions. Collaborating with customers, financial counsellors, and internal stakeholders to achieve fair and sustainable outcomes. Upholding regulatory standards and drive continuous improvement across systems, processes, and service delivery. About you Proven expertise in account management, collections, and hardship programs, including the development and application of related policies and frameworks. Strong customer service capability with experience resolving complex and sensitive matters, including cases involving family violence, vulnerability and hardship. Sound knowledge of relevant legislation, industry codes, utility operations, and experience with CRM systems (Salesforce desirable). Relevant tertiary qualifications in customer service management or a related field, combined with demonstrated leadership experience in developing, coaching, and supporting teams. Sound like you? We’d love to hear from you. Learn more in the position description The salary and conditions for this position will be as per the Coliban Water Enterprise Agreement 2021 Band 4 $93,548 – $112,895 Plus Superannuation salary range will be offered to the successful candidate commensurate with their skills and experience. Enquiries For further information please contact Jessica Dore via email at ************@coliban.com.au To apply, please submit your resume and cover letter by 11 December 2025. At Coliban Water our people are on a mission to create a better life for our customers and communities – now and tomorrow. We love what we do and our location in the centre of a region that takes in 49 towns from Trentham to Echuca. Our commitment to inclusion means you’ll feel at home here no matter who you are, who you love, or what you stand for. As part of the team you receive a monthly accrued day off, time off over Christmas, the flexibility to shape your work to suit your lifestyle, and generous parental, carer and workplace study leave policies. At Coliban Water we balance a small team rhythm with the reach and resources of one of the largest Victorian regional urban water corporations. What are you waiting for? We’d love you to join us. Applicants will need to successfully complete all core training requirements in the expected timeframes and may be required to undertake a Police Check, Working with Children Check, Pre‑Employment Medicals or Psychometric testing where applicable. Applicants may also be required to produce evidence of their Right to Work in Australia. We welcome applications from individuals of all abilities. We are committed to creating an accessible and inclusive workplace for everyone, including people with disabilities and diverse abilities. If you need any support during the application process or would like to discuss interview adjustments, please contact Jessica Dore on *** or via email at ************@coliban.com.au. Please indicate any adjustments (administrative, environmental, or procedural) you may need to effectively participate in the recruitment process and/or carry out the requirements of the role you are applying for. Please note that applicants may be contacted prior to the closing date of this advertisement. #J-18808-Ljbffr