Position description

Transcription

1 Position description Position Title Group / Branch Reports to Position Type Competency level General Manager, Customer & Community Engagement Customer & Community Engagement Managing Director GSERP Executive Job Purpose This position is responsible for leading organisational wide customer engagement strategies and for leading our communications and external relations activities. The role will focus on ensuring we understand our customers needs and that communities understand and value the services provided by South East Water. A key part of the role will be maintaining effective and trusted external relationships with customers, communities, key stakeholders and media. As a member of the executive team the position provides high level advice to the Board, Managing Director and Executive team on stakeholder related areas to ensure the achievement of strategic business objectives. Key Accountabilities Lead and manage key stakeholder engagement across the industry specifically Minister for Water Office, DELWP, Energy & Water Ombudsman, Councils, other Government Departments, major customers, contractors and South East Water customers. Develop and monitor the implementation of South East Waters Customer Experience Strategy. Lead and/or direct specific customer research programs and other forms of engagement to understand key concerns and issues. Utilise this research to inform, review and enhance customer services and service delivery models Undertake segmentation of South East Water s customers to understand the long-term water services needs of all our customers. Develop and manage organizational market and customer research to monitor customer satisfaction, loyalty and behaviors. Work closely with the General Manager Customer Service Delivery to share customer insights, develop and implement new solutions to improve customer service outcomes. Page 1 of 7

2 Collaborate with industry partners, government on relevant customer related policies and latest research and technology. Develop a communications, marketing and community engagement centre of excellence, producing quality community engagement and internal communications. Shape and drive active media engagement that supports an accurate understanding of South East Water within our community. Identify opportunities for enhanced service delivery through online and e-services delivery, the application of social media, mobile apps and technologies to optimise customer experience. Manage the corporate sponsorship policy, ensuring all sponsorships meet with specified guidelines. Generic Accountabilities Promote and drive a strong safety culture by doing everything to provide and maintain a healthy and safe work environment. Demonstrated commitment to South East Water s liv it Safety Essentials. Contribute to the achievement of corporate objectives by developing, gaining approval for, and achieving divisional plans, key performance indicators, budgets, forecasts and business cases. Contribute to effective corporate governance through diligent participation in: the provision of sound reporting and recommendations to the Managing Director; the development of strategy and policy; major planning, project and operational decisions; the development of employees and organisational capacity. Create a working environment that empowers all employees to take ownership of their work, encouraging innovative thinking and a flexible and enthusiastic work culture. Ensure compliance with regulatory requirements and South East Water s policies and procedures including health and safety; environment; governance; ethics and conduct; risk management; finance; asset management; customer service and human services. Knowledge, Skills & Experience Knowledge required to perform at a competent level in this role Tertiary qualification in an appropriate discipline, eg. communications, media, public relations, business Sound knowledge and experience operating within a government environment. What skills and experience would allow the person to be successful? Expert skills in stakeholder management, strategic planning, and service excellence. Experience in marketing and/or communications including brand management. Extensive experience in and knowledge of successful community engagement methodologies that build trust and transparency. Ability to navigate and understand the political environment. Understanding of how to align business and community expectations. Strong written communication skills. Demonstrated comprehensive understanding of technology, including customer business systems and social media mediums. Highly developed strategic and analytical skills. Robust influential and negotiating skills. Proven leadership skills. Skilled awareness of OH&S and Risk Management. Page 2 of 7

3 Appendices A) Non-Technical Competency Pipeline A range of competencies have been identified that relate to success at South East Water. These competencies may be behavioural, technical, an attribute or an attitude. B) Things We Value Our values are what help define us, shaping the actions and decisions we make. Our values are something that everyone at South East Water can stand by. C) Our core activities - ACES strategic framework Underpinning our strategic objectives are our core activities, categorised within the Assets, Customer, Employees and Sustainability (ACES) framework. When integrated across our strategic planning framework, this creates a balanced view of our business activities. D) liv it Safety Essentials At South East Water we believe safety and wellbeing are not just important, they are absolutely essential. Page 3 of 7

4 Appendix A Non-technical competency pipeline Page 4 of 7

5 Appendix B The things we value Page 5 of 7

6 Appendix C Our core activities ACES strategic framework Underpinning our strategic objectives are our core activities which include planning, designing, building, safely operating and maintaining our assets. Our core activities are categorised within the Assets, Customer, Employees and Sustainability (ACES) framework. When integrated across our strategic planning framework, this creates a balanced view of our whole of business activities. Along with a number of strategic projects, core activities contribute to the delivery of our four key strategic objectives. Activities identified within our plan as key initiatives have measurable targets which will be used on an ongoing basis for reporting against the achievement of our plan. Page 6 of 7

7 Appendix D liv it Safety Essentials Page 7 of 7