Manager Customer Advocacy and Resolution

We are seeking an experienced and customer-focused leader to join our team in a role dedicated to delivering positive customer outcomes through effective complaints management, advocacy, and continuous improvement. This position provides an opportunity to lead a high-performing team while ensuring customer concerns are managed fairly, transparently, and with empathy. 

As a leader within the business, you will oversee complaint resolution and customer advocacy activities, using insights and data to identify trends, inform decision-making, and drive improvements across processes and customer experiences. You will work closely with a broad range of internal and external stakeholders, building strong relationships that support collaboration and deliver meaningful outcomes. Operating in a complex and dynamic environment, you will be comfortable managing competing priorities, navigating ambiguity, and making sound decisions that balance customer needs with organisational objectives. 

This role offers a high degree of autonomy and requires someone who can confidently take ownership, lead through complexity, and contribute strategically to both team and business success. 

You are an experienced people leader with a strong background in complaints management, customer advocacy, customer resolution, or a similar customer-centric environment. You are passionate about delivering fair and positive outcomes for customers and have a demonstrated ability to support, coach, and develop teams to achieve their best. 

You bring excellent stakeholder management skills and are comfortable engaging, influencing, and collaborating with stakeholders at all levels. Your experience in reporting and analysis allows you to interpret data, identify emerging trends, and provide insights that support continuous improvement and informed decision-making. You are highly organised and able to manage complex and sensitive matters with professionalism, resilience, and sound judgement. 

Most importantly, you are a self-starter who enjoys working autonomously and taking ownership of outcomes. You thrive in environments where complexity is the norm, remain focused under pressure, and are motivated by creating positive experiences for customers, colleagues, and the organisation as a whole. Your strong communication skills, customer-first mindset, and ability to lead through change will position you for success in this role.

• Lead the effective delivery of SA Water's Customer Advocacy and Resolution function, ensuring complaints, escalations and advocacy matters are managed fairly, consistently and within agreed service standards. 
• Ensure complaint management practices comply with relevant legislative, regulatory and organisational requirements.  
• Provide oversight of complex, sensitive and high-risk customer matters to ensure equitable outcomes and effective risk management. 
• Prepare and oversee reporting requirements for Senior Leadership Team, Board, ESCOSA, National Performance Reporting and other relevant stakeholders.  
• Maintain a constructive, collaborative and effective relationship with the Energy and Water Ombudsman South Australia (EWOSA).