South East Water Assist Team Leader. Position Type Full time contract until June Level 5

Transcription

1 POSITION DESCRIPTION Position Title Group Branch Reports to (Title) South East Water Assist Program Adviser Customer Services Customer Support South East Water Assist Team Leader Date created/revised 01/04/2016 Position Type Full time contract until June 2017 Evaluation No & Date (P&C use only) Level 5 Job Purpose. The South East Water Assist Program Adviser is responsible for the development, implementation, delivery and evaluation of key vulnerable customer programs that support the achievement of South East Water s strategic initiatives. The role is responsible for a broad range of activities and events that deliver customer value and support our Vulnerable customer program. Position Context Supporting the South East Water Assist Team Leader, this role is key to ongoing operationalization of our South East Water Assist Program and the alignment and delivery of the broader initiatives that underpin it. The South East Water Assist team is currently one of two teams which report to the Customer Support Manager. Due to the sensitive nature of financial stress the South East Water Assist team is trained to provide specialist support to help customers better manage and meet their financial commitments. There are between customers and increasing, who are receiving ongoing support from the South East Water Assist team and effective, proactive management and support of these customers is critical to the success of our strategic initiatives The incumbent will work proactively on the coordination, delivery and optimisation of the South East Water Assist programs which sit within the Customer Programs element of our Customer Strategy. Page 1 of 8

2 The South East Water Assist Program Adviser will perform the following duties: - Delivery, reporting and coordination of South East Water Assist programs and initiatives - Develop and manage targeted customer campaigns to raise awareness and uptake of assistance options - Develop, manage and leverage key community stakeholder relationships - Develop and manage external communications plan - Provision of progress reports and action plans to ensure effective implementation, measurement and evaluation of key initiatives - Assist in future strategy development including program development to address key customer needs, expectations and insights - Monthly and ad-hoc reporting on program and initiative results, successes and learnings - Efficiently manage allocated program budgets to ensure best ROI? - Meet with South East Water Assist Team Leader regularly to discuss performance Some travel is required to meet with key community stakeholders, deliver presentations and attend events. Flexibility with working hours may be required to support programs and activities that take place on evenings or weekends. Overall impact This position is critical to the success of the South East Water Assist Strategic Initiative outlined in the Corporate plan. It will help to establish positive relationship with our customer and community and provide ongoing support to customers who are experiencing financial stress. This position Proactively leveraging and building external partnerships that connect our customers to services that will help them best manage their financial commitments and doing so in a respectful and meaningful way is critical. Bringing this to life in the daily operations of the team through specialist advice, collaboration and consultation will be key. Special features or challenges (optional) Price increases across all utilities have placed a significant burden on our customers and have led to significant pressure for the business to manage increasingly complex customer issues and increased demand for assistance. Achieving a healthy balance between our responsibility to our customers and stakeholders and the protection of our revenue and reputational interests is a clear challenge and has fostered the need for a much greater emphasis on supporting vulnerable customers. South East Water s Assist Program outlines our organisational approach for addressing this need among residential customers. Page 2 of 8

3 Other special features or challenges of this role include: - Ability to demonstrate and deliver real customer value within context of a challenging operating environment, specifically in terms of supporting vulnerable customers - Delivering the best customer experience across, programs, key channels and touch points - Overcoming/ Cutting through the challenges posed by significant customer issues i.e. financial vulnerability - Leverage and maximise relationships with key external stakeholders including counselling services, CALD support networks, local councils, DHHS and Centrelink - Demonstrating and effectively communicating the business value of customer programs Dimensions Number of people managed: NA Organisation Chart This role sits within the Customer Assist team Size of budget managed: TBC Level of Authority The incumbent will work under the direction of the South East Water Assist Team Leader The South East Water Assist Team Leader has authority to ensure: - Financial decisions are made in accordance with the Financial Schedule of Delegated Authorities - Delegate workloads to staff - Manage South East Water Assist budget Decisions made by job holder: Determine customer programs and /or initiative requirements and approach Manage allocation of work for direct reports Scheduling of key events and programs Determine engagement requirements and approach with key business areas particularly customer services and marketing communications team to ensure effective program delivery and support Identify opportunities and implement programs that deliver customer value and achieve strategic objectives and priorities Decisions made will not compromise South East Water and decision making should balance customer and business interests effectively Page 3 of 8

4 Decisions referred to manager: The incumbent would refer the following to the South East Water Assist Team Leader Budget authorisation outside of delegation of authority Consult on sensitive or high impact issues (i.e. major system changes, stakeholder challenges etc.) Approval of customer programs and initiatives to meet business, product and customer needs Sources of guidance provided by the organisation: The type of guidance that the organisation provides for this role are: - South East Water Corporate Plan Customer Strategy - Financial hardship policy - Compliance training - Disciplinary policy - policy - Dress code Key Contacts Key contacts within organisation Customer Strategy and Digital transformation Iota Corporate Affairs Purpose of contact To seek assistance in the following areas - Ongoing development and enhancement of promotional materials including, digital and print - Ongoing development and enhancement of online content related to vulnerable customer programs and initiatives on the southwaterwater.com.au and dedicated site solutionsontap.com.au To seek assistance in the following areas - Promotion of South East Water s plumbing Assistance program To seek assistance in the following areas - External promotion of South East Water s vulnerable customer programs and initiatives via traditional media and social media platforms - Ongoing development of content for brochures and targeted marketing campaigns to raise customers awareness of programs and services to assist. Page 4 of 8

5 Key external contacts South East Water Assist customers Good Shepherd Australia New Zealand Government/Local councils/ Community service organisations/water retailers/ Other sectors Purpose of contact Raise awareness of payment assistance options to customers experiencing financial difficulties Manage ongoing community partnership Identify opportunities for collaboration to better support customers Key Accountabilities - Manage the promotion of the South East Water Assist program, including grass roots education, media, online and print ( including promotion via the bill) - Coordinate targeted campaigns to vulnerable customers to promote payment assistance programs and services. - Review existing assistance programs and develop/extend programs to support customers facing financial difficulty - Coordinate, and attend relevant community events to raise awareness of South East Water assistance programs and services. - Coordinate relevant community sponsorship opportunities to raise awareness amongst service providers and or customers about or assistance programs. - Deliver presentations to community groups( with a focus on Adult English language groups and service providers to raise awareness of South East Water s programs and services) - Build, manage and leverage relevant community partnerships - Work with the water industry, Government and other sectors to identify and implement best practices approaches to supporting vulnerable customers and opportunities for collaboration - Effectively and respectfully manage all stakeholder relationships to protect and enhance South East Water s brand and reputation - Monitoring, reporting and evaluation of programs for internal and external purposes, including South East Water Executive, Board and the ESC - Provide advice to the business on issues related to customer vulnerability and hardship - Maintain knowledge and awareness of best practice, industry developments, trends, standards and requirements in customer support and/or value programs and promote continuous improvement and innovation - Work with key internal stakeholders to implement customer programs Page 5 of 8

6 Kknowledge, Skills, Attributes & Experience Minimum level of educational qualifications required for the role - Bachelor degree in Social Sciences, Marketing, Communications, or a related filed or equivalent knowledge and experience - Demonstrated experience coordinating,delivering and monitoring community focussed programs such as financial vulnerability and hardship Highest level of skills required to perform at a competent level Excellent verbal communication skills with the ability to clearly, confidently and professionally present to a range of audiences, including culturally and linguistically diverse communities Excellent organisational and administrative skills including reporting, ability to effectively manage program/ event calendars Skilled in building and maintaining strong relationships with a range of internal and external stakeholders Strong work ethic and commitment to achieve set targets. Program and event management skills Excellent written communication skills Demonstrated experience managing programs, setting targets and monitoring performance Budget management Knowledge and experiencing relating to managing customer hardship programs, or community relations Excellent relationship building and people management skills Experience and Knowledge Demonstrated knowledge relating to policies, standards and practices around financial vulnerability and hardship Genuine interest in and commitment to customer and community focussed programs and events particularly those centred around complex customer issues i.e. financial vulnerability Demonstrated experience working with community service based organisations and or local councils Experience working with CALD communities preferred Demonstrated ability to handle a variety of tasks and conflicting priorities A valid Victorian driver license. Page 6 of 8

7 Competencies & Attributes Strong customer service and work ethic Highly results oriented Proactive, positive and passionate Resilient and able to respond to change Efficient and well organised Keen attention to detail Ability to work autonomously and as an effective team member Leadership competencies 31 competencies have been identified that relate to success at South East Water. These competencies may be behavioural, technical, an attribute or an attitude. The Leadership Competency Pipeline outlines the core suite of skills that are required by individuals to be successful in the roles starting at an Individual Contributor through to the Executive Team. This position resides within the Manager s & Team Leader s phase of the pipeline. South East Water Criteria Vision South East Water s vision Healthy Water for Life defines our business objectives. Things We Value The Things We Value guide our behaviour at South East Water and we are committed to the following four values: Clarity We know where we re doing and we understand why. Unity Underpins our success by working together. Agility We are fast, flexible and courageous. Delivery We strive for outcomes and celebrate achievement. Environment and Quality Systems Understand, implement, comply with and participate in as appropriate the quality and environment policies, objectives and systems. Page 7 of 8

8 Occupational Health and Safety Management to accept responsibility for: - Compliance with all relevant legislation and standards - Providing and maintaining a working environment that is healthy and safe - Encouraging staff to participate in the development of safe work practices - Reporting of all hazards, incidents and implementing appropriate control measures - Supporting our business stakeholders to ensure they pursue quality, OH&S and environment performance Employees to accept responsibility for: - Working to approved procedures and encouraging others to do the same - Supporting and participating in improvements to work processes to minimise risks - Reporting hazards and discussing with management suitable control measures Page 8 of 8