Description:
About the Company
SA Water is a successful, modern water utility wholly owned by the Government of South Australia. We employ more than 1,700 people across a broad range of disciplines who operate more than $14 billion worth of infrastructure to deliver essential water and sewerage services to more than 1.8 million South Australians.
We operate in a geographically and climatically diverse service area, with sites and locations from Ceduna through to Port Augusta, the Anangu Pitjantjatjara Yankunytjatjara (APY) Lands, across to the Riverland, down to Mount Gambier, and most places in between.
Our strength and expertise have been shaped by our history. For more than 165 years, South Australians have depended on us to innovate and deliver efficient and sustainable water services. With nationally and internationally recognised industry expertise, we’re focused on understanding and meeting our customers’ expectations.
As well as safely delivering smart and reliable services for our customers of today, we innovate to shape the water solutions of the future that will support thriving economies and healthy communities.
We are driven by our values; we value our people, we do work that matters, we keep it real, we know that our work has impact and we are future focussed. Staying true to our values ensures that we consistently deliver positive outcomes for all South Australians.
About the job
We are seeking an experienced Senior Manager, Government Relations & Customer Advocacy to lead a high-performing team responsible for managing government relations and resolving escalated customer issues.
In this role, you will be responsible for leading two key functions: government relations and customer advocacy. You will act as the primary interface between SA Water and the Minister’s Office, ensuring the timely delivery of high-quality briefings, policy advice, and strategic engagement. At the same time, you will oversee the resolution of escalated customer complaints, ensuring systemic issues are addressed and improvements are implemented. This role requires someone who can operate at a strategic level while also managing operational demands, fostering strong stakeholder relationships, and guiding a team to deliver service excellence.
This max term opportunity is available for 3 years.
About the Person
We are seeking a highly skilled professional with experience in government relations, preferably in a Minister’s Office, government agency, or similar political environment. You will have a strong ability to provide authoritative advice, navigate complex political landscapes, and manage sensitive issues with discretion. Your leadership experience will demonstrate a track record of coaching and mentoring teams, fostering high performance, and ensuring staff feel supported. You will be an excellent communicator, able to prepare high-quality briefings and correspondence while maintaining a keen eye for detail. Additionally, your background in customer advocacy or complaint resolution will enable you to identify systemic issues and implement effective solutions. Above all, you will thrive in a fast-paced environment where collaboration, responsiveness, and accountability are key to success.
In addition, your responsibilities will include:
Fostering trust with our people, customers and community by providing expert advice and service that ensure we effectively communicate and engage audiences with our business strategy and its delivery across South Australia, every day.
You will:
- Build and lead a high-performing team that delivers expert advice on government relations and customer advocacy.
- Maintain strong working relationships with the Minister’s Office, Chief Executive, and senior leaders to ensure SA Water’s priorities are effectively communicated and progressed.
- Oversee the preparation of cabinet, parliamentary, and ministerial briefings, ensuring accuracy, timeliness, and high-quality standards.
- Drive a culture of service excellence in managing escalated customer complaints, identifying trends, and implementing process improvements.
- Mentor and coach staff to build capability, foster collaboration, and create a supportive work environment.
Your success in this role will come from:
- Relevant tertiary qualifications in Law, Communications, Public Affairs or a related discipline, or extensive equivalent experience.
- A demonstrated ability to lead teams, including setting prioritise and managing workloads as well as coaching and developing people.
- An advanced understanding of Cabinet, Parliamentary and other government processes.
- Excellent written, oral and inter-personal communication skills, including a demonstrated ability to negotiate outcomes and positively influence stakeholder relationships.
- Experience in managing escalated customer issues or complaints in a structured environment.
- Knowledge of the South Australian water sector and of the applicable legislative regulatory environment is desirable.
To apply, click 'Apply'. Please submit and complete the application form, upload a cover letter and current resume. For enquiries or for a copy of the Candidate Pack, please contact Despina Livadiotis from the Talent Acquisition team despina.livadiotis@sawater.com.au.
Applications close 11:55pm, 6 March 2025.
A great customer experience is best achieved by having a diverse and inclusive team that reflects the community we serve. Applications are encouraged from everyone, including people living with disability, job seekers of all ages, members of the LGBTIQA+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds.
Our Industry is like no other. Dive into the wonderful world of water and explore the boundless opportunities. Learn more about the water industry at careersinwater.com.au.
Please note: We request that recruitment agencies do not submit candidates for this position, as they will not be accepted.