Customer Portal Lead

About the Role:

At Sydney Water, customers are at the heart of everything we do. Our customers expect us to maintain a standard of customer service that meets or exceeds their expectations, be proactive in our communications and be fast and easy to deal with. We are committed to improving, modernising, and personalising our communication to suit customers. Our e-billing platform called My Account, is the best self-service digital tool we have for our customers. While it’s still in its infancy, it’s ready to grow and we’re looking for a My Account steward, passionate about its opportunities for growth and to serve our customers better.

Join us as our Customer Portal Lead responsible for ensuring the operation, optimisation, and ongoing improvement of the My Account e-billing customer portal.

In this pivotal role, you’ll help drive the growth and adoption of the My Account portal, aiming to reduce manual interactions and improve the overall customer journey. This is your chance to be part of a forward-thinking team, shaping the future of digital customer engagement for one of Australia’s leading utilities.

Key Responsibilities:

• Oversee the daily operations of the My Account portal, acting as the primary point of contact for all related activities.
• Manage My Account projects aimed at customer migration to digital e-billing.
• Implement best practice portal functions for seamless customer-facing interactions.
• Provide support to billing business unit on My Account.
• Manage maintenance updates, optimisation and defects on My Account.
• Manage My Account to be user-friendly, accessible, and regulation compliant.
• Support the growth of the portal which is currently still in infancy.
• Undertake testing inside and outside core business hours.
• Support Contact Centre enquiries or system issues.
• Manage customer complaints or enquiries relating to My Account
• Manage on-going improvements.
• Provide strategic direction for ongoing promotion and optimisation of portals by different customer segments.

About You:

• A degree or relevant vocational qualification in a field such as Communications, Business, Digital Channels, or a related discipline.
• Proven experience in managing digital platforms and customer-facing portals, with a focus on optimisation and user experience.
• Strong leadership skills, with the ability to manage a team, influence stakeholders, and drive cross-functional initiatives.
• Analytical thinking with the ability to translate customer insights and data into actionable improvements.
• Exceptional communication, negotiation, and stakeholder management skills, with the ability to engage at all levels of the organization.
• A customer-centric mindset, focused on creating seamless and efficient experiences for Sydney Water’s diverse customer base.
• Ability to be agile, work autonomously and with a team as well as juggle multiple projects at once.

Why Sydney Water?

At Sydney Water, we’re committed to building a sustainable future—both for our customers and for our people. When you join us, you’ll be part of a dynamic team that’s passionate about innovation and excellence. But that’s not all we offer:

• Competitive Compensation: We’ll ensure that your skills and contributions are valued and rewarded appropriately.
• Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being. You will be required to work 3 days in person in Parramatta and two days remotely.
• Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success.
• 24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal.
• Subsidised Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans.
• Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and childcare allowances.
• Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW. 
• Novated Leasing: Get in the driver's seat of your financial future with our novated lease options.

If you’re ready to help shape the future of digital customer engagement, we’d love to hear from you.

Application close date: 11.59pm AEST Friday 29th November 2024

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.

This role is internally titled My Account Lead as outlined in the job description. Please see the job description for the role’s full accountabilities.

Working at Sydney Water  

We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans.  

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a Live Hire talent profile in our Talent Community.  

We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with Live Hire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application. Please note as part of the application process, you will be asked to undergo background checks which includes a criminal history check.