Watercare Services Limited
3 days ago
About Us
At Watercare Services Limited, we're passionate about providing high-quality drinking water and wastewater services to our community. Our Laboratory Services business unit plays a critical role in ensuring the safety and quality of our water supply.
We're seeking an experienced Department Head - Customer Solutions to join our team based in Mangere, Auckland. As a key member of our leadership team, you'll be responsible for optimising the commercial, scientific, and technical performance of three key functions: Sampling Logistics, Sample Reception, and Customer Liaison.
Your Key Responsibilities:
- Develop and maintain a culture that prioritises the safety of every individual.
- Manage the workforce to ensure optimised efforts every day of the year.
- Develop business improvement practices that drive efficiency within a safety-first environment.
- Foster a customer-centric mindset, providing excellent customer experiences and service from new business enquiry through to results provision.
- Lead laboratory customer relationship management and communications through various digital mediums and in-person account management activities.
- Lead the Customer Liaison function, ensuring excellent client satisfaction levels.
- Lead the Sampling Logistics function, efficiently gathering test samples in compliance with accredited sampling procedures.
- Lead the Sampling Reception function, ensuring accurate and efficient management of internal and externally gathered samples, processing them through to the laboratory teams.
- Ensure required quality assurance standards and timeframes are met consistently.
- Contribute to Laboratory Services' financial performance optimisation.
About You
We're looking for a people leader who has excellent communication skills and the ability to build strong relationships across the business. Your background should include:
- An excellent safety record and safety leadership experience.
- 5-10 years' experience of leading teams and driving performance.
- 5-10 years' experience of field services, logistics, or process/compliance-driven operations.
- Commercial management of a profit centre, including costing and pricing.
- The ability to meet tight deadlines and stringent customer requirements.
- Key Account management and client liaison experience is advantageous.
- A relevant tertiary qualification, a science-based qualification is advantageous.
- Water industry experience beneficial.
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