As the General Manager Customer and Capability at our client, you will be responsible for leading the customer facing and people facing aspects of the organization. Reporting directly to the Chief Executive, you will oversee customer experience and insights, customer operations, digital delivery, incident and emergency management, people operations, and health, safety and quality. On day one, you will be tasked with transitioning 54,000 connections into customers and ensuring the organization is prepared to respond effectively.In this role, you will be responsible for designing and implementing the customer service model, contact centre arrangements, billing and customer communications approach, and digital and data platforms. Additionally, you will lead the transfer of employees from three councils into one organization and work towards building a unified culture. Setting the standard for how our client treats its people, ensures their safety, and handles public incidents will be a key focus of this position.