Position Information Package
Manager Customer Engagement
POSITION NUMBER:
R14/15.26
APPLICATIONS CLOSE: 5:00pm Friday 22nd May 2015
POSITION INFORMATION
Salary:
SEO Contract
Hours:
38
Location:
Wodonga
POSITION PROFILE
The Manager plays a key role in leading North East Water’s communications and engagement with our customers,
communities and key stakeholders. The role has a new technical focus to drive proactive customer relationship
management of industrial trade waste customers, to ensure compliance with contracts and optimise provision of
water and wastewater services in support of their business needs .
KEY SELECTION CRITERIA
1. Demonstrated ability in building and maintaining strategic relationships using a client relationship
management system.
2. Excellent communication and presentation skills and communications experience, preferably with an
understanding of the IAP2 Core Values.
3. Demonstrated high level negotiation skills, including working with pressure and conflict.
4. Demonstrated high level analytical capacity with ability to communicate complex / technical information in
everyday language.
5. Experience working in a senior leadership role for a minimum of five years.
FURTHER INFORMATION
Any enquiries regarding this position may be directed to Ann Telford during business hours on 02 6022 0557.
RECRUITMENT PROCEDURE
North East Water is an equal opportunity employer. Applications are assessed on the merit of each application
based on information contained in the Position Description.
Please remember to include:
1. Your contact details (postal address and phone numbers).
2. A current resume with a minimum of two (2) current referees.
3. A letter stating how you meet the Key Selection Criteria, providing evidence that clearly demonstrates what
you have achieved in relation to the position.
North East Water provides water and sewerage services to 37 towns, villages and cities in North East Victoria, servicing an estimated
population of over 117,000 people in an area of approximately 20,000km 2.
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4. Copies of any relevant qualifications or licences.
Supply as much relevant information as necessary to fully explain your capabilities, and be concise, clear and “to
the point”.
Applicants may be requested by North East Water’s People and Culture department to undertake an online police
check, psychometric assessment, functional assessment and / or a pre-employment medical
SUBMISSION OF APPLICATIONS
Please staple your statement of how you address the Key Selection Criteria to your resume and copies of relevant
qualifications/licences. Please do not bind your application or use a presentation folder.
Applications must reach the People and Culture unit by 5.00pm on the advertised closing date. Late applications
will not be considered.
Applications should be addressed to:
People and Culture Advisor
North East Water
PO Box 863
WODONGA VIC 3689
Applications can also be submitted by email to [email protected] (Microsoft Word format), or hand delivered to
the North East Water reception area.
Receipt of applications will be acknowledged within ten working days after the closing date.
POSITION DESCRIPTION
PRIMARY OBJECTIVES

Leadership and Management – Provide efficient and effective leadership and management of the
Corporation’s Customer Engagement functions, to achieve the Corporation’s objectives.

Support Governance Responsibilities – Support the Board’s and Executive governance responsibilities
to meet internal and external customer expectations, inclusive of regulatory and legislative obligations.

Senior Management Team – Provide challenging, constructive and positive input to the Senior
Management Team to ensure that North East Water becomes a leader in the Water Industry through
development and implementation of innovative Best Practice.

Key Role Specifics – To drive excellence within the engagement functions including Customer
Relationship Management, Communications & Media, Community Engagement, and Education &
Awareness.

Ambassador for Corporation – Represent the Corporation in public and stakeholder forums to promote
and advance the Corporation
1. KEY RESPONSIBILITY AREAS
1.1. Leadership & Management
1.1.1.
Lead the Customer Engagement team, focused on Industrial Customers, Customers affected by
Infrastructure Projects, Community Engagement and Education.
1.1.2.
Provide strong leadership, direction and staff management skills to the unit to ensure continuous
improvement and cost effective performance.
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1.2. Support Governance Responsibilities
1.2.1.
Ensure the Corporation complies with relevant legislative, regulatory and statutory obligations and
responsibilities related to the Customer & Community functions. Also, representing the Corporation
in matters relating to such obligations and responsibilities.
1.2.2.
Ensure ongoing commitment to the Corporation’s Tier 1 policies and the delivery of their intent.
1.2.3.
Oversee the ongoing commitment to the Governance framework and operational policies.
1.2.4.
Ensure compliance, competency and currency of all policies, directives, procedures and reference
manuals as they relate to Customer & Community.
1.3. Senior Management Team
1.3.1.
As a member of the Senior Management Team, participate in the development and
implementation of management strategies and policies to ensure achievement of Corporation’s
targets and objectives.
1.3.2.
Promote a leading customer service and customer value focus amongst staff.
1.4. Key Role Specifics
1.4.1.
Lead a strategic and integrated approach to engaging with North East Water’s customers,
community and stakeholders.
1.4.2.
Develop and lead the implementation of Major Customer Strategies for all industrial trade waste
customers, in accordance with the Major Customer Framework.
1.4.3.
Ensure community and stakeholder engagement remains embedded as a key part of infrastructure
project development and delivery. Actively engage North East Water’s customers, community and
stakeholders early in the decision making process to ensure that their objectives, issues and
concerns are addressed. Proactively consider risks and impacts to reduce potential dissatisfaction
or disruption during project delivery.
1.4.4.
Plan and oversee the delivery of innovative communications for North East Water to maintain its
strong corporate reputation.
1.4.5.
Implement new and emerging methods of enhancing our communications and further explore new
technologies and marketing opportunities, as a means of expanding our level of customer and
community engagement.
1.4.6.
Maintain a consistent suite of communications tools to protect and promote the image and
reputation of North East Water, ensuring consistent messages and branding in all corporate
communications and community engagement activities.
1.4.7.
Oversee the design and production of all promotional and advertising material associated with the
promotion and presentation of all North East Water programs as well as educational and
awareness activities.
1.4.8.
Monitor all North East Water publications and the North East Water website with a view to
achieving strong image and brand identity.
1.4.9.
Actively manage the Customer Engagement expenditure budget, exercising control and
accountability to ensure planned outcomes are achieved.
1.4.10. Collaborate in the preparation and publication of North East Water’s corporate documents such as
the Annual Report, Corporate Plan and the Water Plan.
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1.4.11. Prepare regular assessments for the internal stakeholders of the key aspects of North East
Water’s engagement strategy and communications strategy, including ongoing evaluation and
performance reporting.
1.4.12. Perform other duties as necessary to assist in the smooth operation of North East Water.
1.5. Ambassador for Corporation
1.5.1.
Promote NEW through active involvement in industry forums, working groups and professional
associations.
1.5.2.
Establish and maintain good relations with relevant Federal and State and Local Government
agencies, Water industry organisations and the general community, to ensure effective
communication of the Corporation’s interests and concerns and gain early awareness of matters
that may impact on the Corporation.
2. ORGANISATIONAL RELATIONSHIPS
REPORTS TO:
Executive Manager Customer and Community
SUPERVISES:
-
Community Engagement Coordinator
Media and Communications Advisor
Education and Awareness Officer
Customer Technical Advisor (Commercial and Industrial)
INTERNAL LIAISONS:
-
All North East Water staff
Customer and Community (Board) Committee
Customer and Community Panel
-
Industrial, Commercial and Residential customers
The general public
State and Federal Government Departments
Other Water Corporations
Water Industry Organisations
Media Agencies
Community Advisory and Reference Groups
Strategic Alliances (including North East and Border IAP2 Network)
Legal specialists and marketing professionals
EXTERNAL LIAISONS:
3. ACCOUNTABILITY AND EXTENT OF AUTHORITY
3.1. Accountable for the timely, effective and compliant provision of all aspects of marketing and
communications services to all employees across the Corporation.
3.2. The Customer Engagement Manager will have the authority to make decisions which provide outcomes
in line with Corporation objectives, policies and legislative requirements, without constant reference from
management.
3.3. Decisions can be based on personal judgment and discretion to expedite processes and meet deadlines.
3.4. Authority to engage specialist consultants and other assistance as required, within budget.
3.5. Key input into strategic organisation direction, particularly as it relates to marketing and communications.
3.6.
Reporting accountability is to the Executive Manager Customer & Community.
4. JUDGEMENT AND DECISION MAKING
4.1. Ability to make decisions in accordance with Corporation policies and procedures using identification and
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analysis from an unspecified range of options. However, assistance may be available from Executive
managers as appropriate.
4.2. To have significant input into problem solving and policy development where decisions have Corporation
wide impact.
4.3. The work routinely involves solving problems, using procedures and guidelines, and the application of
professional or technical knowledge acquired through relevant experience.
4.4. Judgement is required to prioritise events, document and present arguments.
4.5. Guidance and advice will not always be available within the Corporation and decisions will require
personal judgement and discretion to expedite processes and meet deadlines.
5. SPECIALIST SKILLS AND KNOWLEDGE
5.1. Demonstrated ability in building and maintaining strategic relationships.
5.2. Excellent communication skills, including strong presentation and facilitation skills.
5.3. Demonstrated experience in customer or community engagement and negotiation.
5.4. Demonstrated experience in communicating technical and/or scientific information in everyday language.
5.5. Knowledge of and commitment to the IAP2 Core Values and Code of Ethics.
5.6. Ability to develop and implement sound policies in accordance with Board directives and the
Corporation’s Strategic Intent.
5.7. Ability to achieve targets and objectives within timeframes and budgetary constraints.
5.8. Ability to utilise computer applications to support the requirements of the position.
6. MANAGEMENT SKILLS
6.1. Ability in managing time, setting and balancing priorities, planning and organising own work and those of
the Communications Team, within set parameters and with limited guidance.
6.2. Ability to coordinate and direct staff to ensure outcomes are achieved.
6.3. Provide advice and training to staff to ensure objectives are achieved.
6.4. Ability to set objectives and achieve them utilising resources available within a set timetable.
6.5. Ability to lead programs and delegate to others as required.
6.6. Ability to negotiate agreements or outcomes.
6.7. Actively work to creating a climate in which people want to do their best.
7. INTERPERSONAL SKILLS
7.1. Strong interpersonal skills with the ability to lead others to achieve outcomes.
7.2. The ability to think strategically.
7.3. A proven ability to build strong working relationships, internal and external to the Corporation.
7.4. Ability to relate and work positively with a wide range of people in their various capacities and gain their
confidence, cooperation and trust.
7.5. A self-starter with a high degree of initiative.
7.6. A flexible team player with a proven ability to work successfully under broad direction.
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7.7. A creative, forward thinker.
8. QUALIFICATIONS AND EXPERIENCE
8.1. A minimum of 5 years’ professional experience in a senior role.
8.2. Mandatory Bachelor Degree in Communications, Business Management, Engineering or other relevant
discipline.
8.3. Current drivers licence.
9. RISK MANAGEMENT COMMITMENT
North East Water is committed to ensuring that all risks associated with our business are routinely and
systematically addressed to reduce potential losses and maximise potential opportunities. The commitment is
endorsed by the Board through the policy statement Our Commitment to Risk Management, which is implemented
through the Risk Management Framework. The framework sets out the following responsibilities:
Executive Managers are collectively responsible and accountable for the management of the Authority’s risk
profile and the risks assigned to them through the Risk Management Framework. They provide assurance that
appropriate risk management processes are followed.
Managers and Supervisors are required to:





Coordinate and be responsible for the risk management process of the business unit
Provide assistance and advice to staff within the business unit regarding risk management issues
Maintain all current controls and implement target controls for which they have been assigned
responsibility through the framework
Communicate high / extreme risks the Executive
Be Responsible for the auditing of the business unit risk profiles.
All employees are responsible for maintaining an adequate level of awareness of risks associated with their job
role or area. They are required to:





Identify the risks which they encounter during the course of their work
Report these to their Manager or Supervisor as appropriate
Mitigate and manage identified risks
Maintain all current controls and implement target controls for which they have been assigned
responsibility through the framework
Act in accordance with all applicable law.
Pursuant to these requirements all employees are to make a commitment to the Corporation’s Health & Safety,
Drinking Water Quality and Environmental Management Systems, i.e.:

All North East Water employees are responsible for undertaking their duties in accordance with relevant
policies and procedures contained in these management systems, and within other relevant
environmental, DWQ and H&S legislation.
Staff have a responsibility to make themselves aware of their environmental, DWQ and H&S responsibilities as
far as practical. If at any time staff are in doubt about the consequences of their actions, they must seek
guidance from their Supervisor, the Environmental Officer, Water Quality Officer or the Health & Safety
Advisor as appropriate
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10. SUSTAINABILITY COMMITMENT
North East Water is committed to the sustainable delivery of water and wastewater services. The commitment
delivers on government policy enshrined in the Water Act 1989 and the Statement of Obligations.
Executive Managers are collectively responsible and accountable for the sustainable delivery of water and
wastewater services. They provide assurance that appropriate management processes are in place.
Managers and Supervisors are required to:




Understand and communicate, both within the team and to stakeholders the Corporation’s obligations and
commitment to the sustainable delivery of water and wastewater services
Ensure that team activities are developed, resourced and delivered in accordance with the Corporation’s
sustainability objectives
Ensure that documentation integrates and is consistent with the broader sustainability goals of the
organisation
Foster a sustainability culture within the team.
All employees are responsible for maintaining an awareness of the sustainability goals of the organisation and
contributing to the sustainable delivery of water and wastewater services by North East Water within their job role
area. They are required to:





Understand the Corporation’s sustainability goals and how they contribute to their work role
Understand the Corporation’s sustainability obligations and how the contribute to their work role
Demonstrate and faithfully represent the Corporation’s commitment to the sustainable delivery of water
and wastewater services
Act in accordance with all relevant policy and procedures
Act in accordance with all applicable law
11. EMPLOYMENT COMMITMENT
The Public Administration Act 2004 provides a framework to promote high standards of integrity and conduct in the
Victorian public sector. It does this through establishing values and principles to guide conduct and performance.
Values:
Victorian public sector employees should demonstrate:




Responsiveness
- Providing high quality services to the Victorian community
- Identifying and promoting best practice
Integrity
- Being honest, open and transparent in our dealings
- Using powers responsibly
- Reporting improper conduct
Impartiality
- Making decisions and providing advice on merit without bias
Accountability
- Accepting responsibility for their decisions and actions
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


Respect
- Treating others fairly and objectively
- Ensuring freedom from discrimination, harassment and bullying
Leadership
- Actively implementing, promoting and supporting these values
Human Rights
- Making decisions and providing advice consistent with human rights
- Respect law, human dignity, equality and freedom
The Victorian public sector Code of Conduct reinforces these values.
Principles:
The employment principles reinforce the public sector values. The principles are essential to a highly effective and
harmonious workplace and are to ensure:





Employment decisions are based on merit
Employees are treated fairly and reasonably
Equal employment opportunity is provided
Human rights as set out in the Charter of Human Rights and Responsibilities Act 2006 are upheld
Employees have a reasonable avenue of redress against unfair or unreasonable treatment
North East Water has established processes to ensure the values and principles are adhered to, and all
employees have the following responsibilities to:



Understand and maintain the Victorian Public Sector Values
Understand and maintain the Victorian Public Sector Code of Conduct
Understand and maintain North East Water’s Equal Opportunity Policy
Employees have the responsibility to make themselves aware of EEO as far as practicable. If at any time
employees are in doubt about the consequences of their actions they must seek guidance from the supervisor
of Human Resource Business Unit as appropriate
12. RECORDKEEPING
To comply with mandatory requirements, all public sector employees must:
Create full and accurate records of all their work-related decisions and activities.
Ensure records include information that will allow others to easily understand when, how, where, why and
by whose authority actions took place and decisions were made.
Consider recordkeeping requirements when planning initiatives, projects and activities, and assign
responsibility to team members for creating and managing the resulting records.
Ensure records are captured in accordance with organisational policies and processes (e.g. by saving to the
corporate electronic document management or other business system or by printing and placing in the corporate
file).
Ensure safety and security of records and the information they contain.
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Consider the sensitivity of the information contained in records and ensure that records with personal,
sensitive or confidential information are only accessible by authorised staff with a “need to know”.
Only release records when authorised to do so (e.g. through photocopying or email dissemination).
Only destroy records (both electronic and hard copy, including emails) when authorised to ensure the
records they create and receive are retained in an accessible format for as long as required (destruction and
retention of times for different records should be set down in approved Retention & Disposal Authorities – check
with the records management area).
Familiarise themselves with organisational recordkeeping policies and practices and follow these. Where
possible, take responsibility for improving records management practices in the workplace
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