Planner - Content (Field Services)

1 week ago

Perth, Western Australia Water Corporation Full time

Planner - Content (Field Services)

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10RV

Primary Location WA-Perth - North-Balcatta Office

Organization Brand & Customer Strategy
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Full time 6 months fixed term position with possibility of extension:


  • Hybrid flexi working options across Balcatta, Canning Vale and home:
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$104, % Super (with co-contribution option up to 15.5%)

Where can water take you?


Working for Water Corporation means you'll be part of an essential workforce on a very important mission - to secure Western Australia's most precious resource in the face of climate change.


You'll get to work flexibly alongside innovators, creators, thinkers and doers to make a meaningful difference to lives all over WA.


Plus, you'll get the opportunity to carve a career path as diverse as the different backgrounds, experiences and perspectives of our 3500+ people.

Where will water take you? The possibilities are endless.

About the role:

We're seeking a motivated and solution-focussed Content Planner to join our newly centralised Content & Social Team.

This recently established role is responsible for devising and delivering strategic, customer-focussed content experiences across digital and print, to help keep customers informed of infrastructure works and outages that may impact their water services.


As the Content Planner supporting our field service operations, you'll flex between working on content solutions to support long term planned maintenance projects and unplanned supply disruptions, to ultimately address customer pain points and increase satisfaction.

You'll achieve this by auditing what content currently exists and championing enterprise content governance, customer experience principals, and best practice publishing techniques.


Benefits include but are not limited to social clubs, free parking, 17.5% extra pay when taking annual leave, wellness leave, flexible working arrangements, on-site gyms, salary packaging, professional development and learning programs.


What the role will involve:

  • Collaborating closely with our Customer Network Support, Regional Field Services, and Marketing & Digital functions, and utilise CX findings, to translate customer communication pain points into actionable content solutions aligned to customer journeys
  • Conducting an audit of existing relevant communications templates and content, with a view to standardise and set the tone for high quality customer communications
  • Set out content and template enhancement recommendations, and lead the development of a foundational content optimisation delivery roadmap, and a plan for ongoing content review cadence(s)
  • Collaborate with the broader Content & Social Team to design, deliver, and optimise timely and accurate digital and print customer content (written, audio, visual and interactive) to support BAU and incident communications
  • Participate in integrated content planning, contributing to the enterprise content calendar and regular publishing cycles.
  • Analyse, measure, interpret and report on content performance and effectiveness, ensuring content is meeting business requirements and customer needs.

Key skills and experience:

  • Degree level qualifications in digital, marketing, communications, CX or related discipline
  • Considerable experience in devising and delivering strategic customerfocussed service content, incorporating accessibility, CX principles, content management and alignment to corporate style and standards.
  • Demonstrated experience as a service content strategist and producer, ideally in an enterprise environment, who is passionate about driving change, improving customer satisfaction and brand perceptions, to minimise complaints and feedback
  • Evidence of strong writing, proofreading, and editing skills, with a focus on customer needs, quality control and attention to detail
  • Prior experience in interpreting web, content and communications analytics to inform future content decision making
  • Dynamic selfstarter with excellent prioritisation, negotiation, problem solving and collaboration skills
  • Familiarity with legislative and industrybased standards including Web Content Accessibility Guidelines (WCAG) 2.0, Privacy Act, Spam Act

Apply:

If you are interested in the above opportunity, please submit a covering letter and resume that best demonstrates your ability to meet the requirements of the role.


Applications close 26 February 2023


As part of the recruitment process you may be required to complete pre-employment screening which may include a medical, qualification check, police clearance and Australian working rights check.


_As part of the interview process you may be asked to provide a sample portfolio of your work and/or be assigned a competency-based content task, to assess suitability._

Our commitment to a diverse and inclusive workplace:
Water Corporation is committed to creating a workforce that reflects the diversity of our custo

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