Make meaningful impact in a values-driven organisation.
At Murrumbidgee Irrigation (MI), we’re proud to be a regional leader delivering innovative irrigation solutions and supporting the communities we serve. Our job is simple - to deliver water in the best way possible.
Are you looking take the next step in your career? We have an exciting opportunity for an experienced Contact Centre Manager to join our team!
In this role you will lead the day-to-day operation of the Contact Centre to ensure customers receive timely, accurate and consistent support across all service channels. The role is accountable for meeting agreed service standards and quality measures by leading the team, managing resources effectively, and improving processes to reduce customer effort and repeat contact.
Why join MI?
We offer:
- Competitive remuneration and access to salary packaging options
- Career development through mentoring, training and internal mobility
- Company benefits including annual skin checks and flu shots, an annual fitness payment, life insurance cover and access to other wellbeing initiatives.
- A culture built on Clarity, Connection, Vulnerability and Improvement
About the role
The Contact Centre is the frontline for customer enquiries, requests and issue resolution across phone, email and digital channels. This role ensures customers receive timely, accurate and consistent service, clear communication on what to expect, and a seamless experience as enquiries, requests and issues through the business to resolution. The role is responsible for leading a high-performing Contact Centre team, ensuring service standards are achieved through effective workforce planning, performance management and continuous improvement. Working closely with Customer Experience, ICT and other business units, the position drives the optimisation of systems, processes and customer journeys, ensuring customer interactions are managed consistently across the organisation, handoffs between teams are seamless and customer receive clear expectations, regular updates and timely resolution. The role also ensure compliance with operational requirements, and fosters a culture of safety, collaboration and customer-centric service delivery.
Key Responsibilities
- Promote a strong safety culture by ensuring safe systems, equipment and practices are in place, followed, and continuously improved.
- Role model MI’s values of Clarity, Connection, Vulnerability and Improvement, and encourage these behaviours across the team.
- Lead and develop a high-performing team through clear goals, coaching, recognition, collaboration and ongoing development.
- Manage Contact Centre operations, workforce planning and performance to deliver service standards, quality outcomes and operational efficiency.
- Partner with ICT and Customer Experience teams to improve systems, processes and customer journeys, driving adoption of change and continuous improvement.
- Ensure compliance with privacy, recordkeeping, complaints management and other operational controls, supporting audits and risk management activities.
- Deliver excellent customer outcomes through strong service performance, accurate reporting and effective collaboration with internal stakeholders.
What you’ll bring
- Tertiary qualifications in Business, Management or related discipline, or relevant industry experience.
- Demonstrated experience leading a contact centre or customer service team, including coaching and performance management.
- Strong working knowledge of contact centre metrics and operational management (e.g., service standards, ASA, abandon rate, AHT, quality, FCR, NPS/CSAT).
- Experience with workforce planning/rostering and demand forecasting.
- Experience in complaints handling and escalation management, with sound judgement and a customer-focused approach.
- Excellent written and verbal communication skills, including the ability to influence and negotiate with internal stakeholders.
- Strong analytical skills and ability to produce actionable reporting and insights.
- Commitment to workplace safety, risk management and compliance.
Applications close: when filled
For any questions, please contact the Team at MI on (02) 6962 0200 or via email at [email protected]
Please complete the online , and attach the following documents:
- Cover letter addressing your ability to meet the Selection Criteria (listed in the advertisement as Requirements) - please include details and any evidence of relevant work experience and qualifications (at least one paragraph for each dot point)
- CV / Resume
If you require further information, please refer to the FAQ's on the careers page, or contact the Team at MI on (02) 6962 0200 | [email protected]
