Supervisor Water Revenue

Co-ordinate and supervise the day-to-day operations of the Water Revenue Team to ensure high standard of customer service.

About the role

The position supervises the day-to-day operations of the Water Revenue Team to ensure a high standard of customer service.

This is a new position established as part of a restructure of the department. The role supervises a number of positions that are focused on managing the collection of revenue for Shoalhaven Water.

The role manages the water accounts of over 50,000 customers, the debt management and recovery processes of overdue accounts along with supporting customers through the administration of rebates and concessions for eligible customers.

This is a full-time permanent position, Monday to Friday (35 hours per week) located in Nowra Administration Building.


Reporting directly to the Water Revenue Manager, the focus of this position is to:

  • Co-ordinate and supervise the day-to-day operations of the Water Revenue Team to ensure efficient, effective customer service.
  • Ensure that debt management processes, water account transactions, post levy and bill paying services relative to a cyclic billing operation are conducted effectively within the timeframes as required by the documented key performance indicators
  • Co-ordinate water account enquiry activities and provide administrative/business support services to Shoalhaven Water and customers as appropriate.
  • Support the Customer Experience team to manage water customer inquiries and monitor the delivery of service to the standards expected
  • Ensure processes and protocols are in place for the Water Revenue Team’s compliance with all National reporting parameters, relevant legislation and Council policies

Skills & Experience

In order to be successful in the position, you will be/ possess:

  • TAFE Certificate 4 in Business, Administration or Finance or minimum of 3 years’ experience in comparable supervisor position
  • Minimum 5 years’ customer service or accounts management experience

Essential Leadership/Management Skills

  • Ability to foster teamwork within and between teams to deliver services for the benefit of the community
  • Demonstrated commitment to supporting and developing others to achieve work goals
  • Proven success in communicating information clearly and adapting communication style to the needs of the audience including written reports and internal and external correspondence
  • Capacity to supervise team activities and manage team and individual performance of a diverse department and lead the team to deliver planned results for customers and the community.
  • Demonstrated organisational skills to meet deadlines and conflicting demands, prioritising a range of inputs in a busy operational environment including liaison across the Water Utility sections and other key directorates of council including Customer Experience and Finance.
  • Demonstrated experience in instructing and managing external service providers and contractors.


How to Apply

You will be required to submit an online application by attaching your resume (please ensure you submit in Word or PDF format) and respond to questions regarding general information about you.

In addition, you will be required to demonstrate how you satisfy the requirements of the position by answering the below questions relevant to the essential criteria as outlined in the job advertisement.

For more information on the application process, please visit how to apply on Councils website.

  1. Please list the relevant qualifications and experience you hold.
  2. Briefly describe your experience supervising and supporting teams, how do you approach leadership tasks?
  3. What does customer service mean to you? Demonstrate your experience in leading a team to deliver an outstanding customer experience

Contact:  Brenden Logue - Water Business Service Manager (02) 4429 3343

Applications Close: Monday 6 December 2021 (at Midnight) 6 December 

When your application has been submitted completely, you will receive a confirmation email



Shoalhaven City Council is an equal opportunity employer committed to embracing diversity and inclusion, and encourages applications from people of all ages, abilities and backgrounds

Vacancy Description - Job Description - Supervisor - Water Revenue final (002).pdf (166 kB)
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