Position Information Package
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. newater.com.au 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. newater.com.au 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. newater.com.au 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 newater.com.au 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. newater.com.au 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 newater.com.au 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 newater.com.au 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. newater.com.au 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 newater.com.au
© Copyright 2024