• Permanent, maximum term and casual opportunities
• Shift times between 8am to 7pm
• True hybrid working environment – work from home and the office

The Role

As part of Service Response team, you’ll be responsible for providing an exceptional experience to our customers experiencing faults in their water and/or sewer system. As the first contact point into our team, you’ll be talking to our customers primarily through phone and email.

You’ll be working in our Distribution Services Group, a fast paced, dynamic and rewarding operational environment, where we work together to ensure essential water and sanitation services are delivered to our customers and community day in day out. We do this through high quality asset management practices, operational resilience, great partnerships and highly responsive customer service delivery.

Key Responsibilities

• Manage fault related enquiries via inbound & outbound phone calls, email, LiveChat and SMS.
• Maintaining high standards of communication, both written and verbal.
• Tailoring interactions to individual customer needs.
• Ask appropriate questions to understand the fault, capture the correct information and log correctly.
• Managing customer interactions in a manner that is mindful of our time and customers’ time.
• Working effectively with internal customers and stakeholders

About you

The successful candidate will enjoy the opportunity of taking ownership of all customer issues (Inbound and outbound) from the first point of contact, and will be able to demonstrate:

• Previous experience in customer service.
• Excellent verbal communication and phone manner.
• A natural problem solver with a customer centric approach.
• Highly organised with administration and multi-tasking skills.
• Demonstrate high level of integrity, honesty, and an ethical approach.

More details on responsibilities and core capabilities are HERE.

Why work with us?

• The role is classified as an Officer level 1 with a full-time salary starting at $55,031.35 per annum plus 12% superannuation. For casual opportunities, the rates start at $34.81 per hour (inclusive of 25% casual loading) plus 12% superannuation.
• An inclusive culture, that cares deeply about people and their professional growth.
• Flexibility for real. For us it starts with trust. We’re committed to creating a truly hybrid workforce – where our people are empowered to design their days with their teams, around where their work is best done – click to learn more about our hybrid working principles.
• Home office set up allowance of $650 (for permanent roles).
• Laptop and headset provided.
• 14 weeks paid parental leave.
• 15 personal leave days per year.
• Training and development opportunities.
• Onsite parking, canteen, social events, skill-sharing and networking opportunities.

Please keep reading...

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So, if you think you have what it takes, but don't necessarily meet every single point on the job description, please apply or get in touch. We'd love to have a chat and see if you could be a great fit.

How to Apply

Click Apply Now to submit your application. 

Applications should include a supporting Cover Letter and Resume.

We welcome applications from everyone, including Aboriginal and/or Torres Strait Islander peoples, people with Disability, mature age and young job seekers, members of the LGBTI+ community, and people from all cultural backgrounds. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please contact us via email [email protected] using the subject line: Service Interactions Consultants - Customer Service - Mitcham enquiry via EthicalJobs.

This position is available for Yarra Valley Water employees and external applicants.

Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks, if required for the position. This may also include a Police Check or AusCheck, where an offer will be subject to a satisfactory outcome of these checks.