Careers at Symbos
Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.
People Lead (Utilities)
People Lead (Utilities)
As a People Lead – Utilities, you will play a vital role in ensuring high‑quality service delivery across functions such as billing support, payment arrangements, metering queries, disconnections/reconnections, and general Utilities customer resolutions. You will partner closely with Operations Management to maintain productivity, accuracy, compliance, and customer satisfaction.
This is a fantastic opportunity for someone who thrives in a fast‑paced environment and enjoys leading people through day‑to‑day operations.
Key Responsibilities:
- Lead, coach, and mentor a team to achieve Utilities KPIs, quality standards, and SLA commitments.
- Build a high‑performance culture that is agile, collaborative, and customer‑focused.
- Conduct regular huddles, performance discussions, and coaching sessions.
- Monitor calls and complete case/file audits to ensure compliance with client processes and regulatory requirements.
- Review daily/weekly team performance, identify gaps, and implement improvement plans.
- Support recruitment, onboarding, and capability uplift for new and existing team members.
- Allocate tasks and resources based on Utilities workflow demands and priorities.
- Prepare and analyse operational reports to support data‑driven decision making.
- Manage attendance, behaviour, and performance issues in a professional and timely manner.
- Collaborate with cross‑functional teams to enhance processes and improve customer outcomes.
To be successful in this role, you will have:
- Previous leadership experience in a contact centre or operational environment (Utilities experience is an advantage).
- Strong people‑leadership skills with the ability to motivate and develop others.
- Excellent communication, coaching, and problem‑solving abilities.
- Experience managing performance, conducting quality audits, and reviewing KPIs.
- Strong organisational and time‑management skills, with the ability to prioritise effectively.
- A positive, resilient, and solutions‑focused mindset.
- Confidence in analysing data and producing operational reports.
- A commitment to delivering high‑quality service and representing company values.
Why Join Us?
- Opportunity to step into a leadership role within a specialised Utilities team.
- Supportive environment with ongoing coaching and development.
- Meaningful work that directly impacts client outcomes and customer experience.
- Exposure to a leading outsourcing environment with opportunities for long‑term growth.
How to Apply
If you are ready to take the next step in your leadership career, we would love to hear from you.
Click “Apply Now” to submit your application.