Make meaningful impact in a values-driven organisation.  

At Murrumbidgee Irrigation, we support our customers, strengthen regional communities and support agricultural success. Our job is simple - to deliver water in the best way possible.    

We're seeking an experienced Contact Centre Manager to lead our Contact Centre team and play a key role in shaping the future of customer service at Murrumbidgee Irrigation.  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. This is an opportunity to drive service excellence, improve customer experience and lead meaningful change across our organisation.   

About the role  

You will play a key role in shaping customer journeys, improving processes and enhancing service delivery across MI. Leading and developing a high-performing Contact Centre team, you will ensure customers receive timely, accurate and consistent support while driving service standards, workforce performance and continuous improvement initiatives. This is an opportunity to influence how customers interact with MI, optimise systems and processes, strengthen collaboration across the organisation, and foster a customer-focused culture that delivers positive outcomes for our customers, communities and continuous improvement of the business.  

Key Responsibilities

  • Lead, coach and develop a high-performing Contact Centre team, fostering a safe, positive and values-driven culture.
  • Oversee Contact Centre operations, including workforce planning, resourcing and service delivery across all customer channels.
  • Drive customer service excellence by monitoring performance, using data insights and improving customer outcomes.
  • Collaborate across the business to enhance systems, processes and customer experiences, while supporting change initiatives.
  • Manage complex customer issues and escalations to achieve timely, effective resolutions.
  • Maintain compliance, risk management and operational standards, driving continuous improvement and best-practice service delivery. 

What you’ll bring

  • Proven leadership experience in customer service or contact centre environments, with a track record of developing high-performing teams. 
  •  Strong communication and stakeholder engagement skills, with the ability to build relationships and influence outcomes. 
  •  Experience driving customer service excellence and improving service performance. 
  •  Analytical and problem-solving skills, with the ability to use data to inform decisions and continuous improvement. 
  •  Demonstrated capability in managing customer enquiries, complaints and escalations. 
  •  Understanding of contact centre operations and performance metrics, with a focus on delivering customer outcomes. (e.g., service standards, ASA, abandon rate, AHT, quality, FCR, NPS/CSAT). 
  •  Relevant qualifications in Business, Management or a related field, or equivalent experience. 
  • Commitment to safety, compliance and organisational values. 

 

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  

Applications close: when filled  

For any questions, or to apply, contact the team via email at recruitment@mirrigation.com.au

How to apply 

Please complete the online Application for Employment, 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

application for employment

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 | recruitment@mirrigation.com.au

careers FAQs

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