Customer Resolutions
1 week ago
Customer Resolutions & Process Improvement Officer
Classification Level, Central Highlands Water Enterprise Agreement
Team, unit Customer Services
Division Customer & Business Services
Work location Learmonth Road, Wendouree
Employment type Full Time
Flexible options available:
part-time work, purchased leave, varied start and
finish times, working from alternate locations and -day fortnights
Position reports to Team Leader Customer Services
Our Values
Our vision:
_Our Water - Our Customers - Healthy Living _
Our mission:
_Together, we provide quality water and wastewater services, safely, efficiently and sustainably to _
- communities in the Central Highlands Region _
Our values:
_Integrity Teamwork Leadership Care
Organisational Environment
At Central Highlands Water (CHW) '_Safety is Everyone's Priority_. We are committed to the safety of our people,
customers and the community we serve and have a zero tolerance towards bullying, harassment or violence within
the workplace.
We have an inclusive workplace that embraces diversity and difference. We believe all jobs can be worked flexibly
disability, LGBTIQA+ and people from different cultural backgrounds.
We support and encourage employees' continuous professional development. Employees are supported in keeping
informed of current industry best practice and are encouraged to take an active personal interest in staying up to
date with professional practices, standards and latest trends.
We believe that everyone has the capability to demonstrate leadership, regardless of their formal level of authority.
We expect all team members to focus their efforts on developing and displaying the leadership behaviours defined
in our Leadership Capability Framework. We have a commitment to enhancing our leadership maturity across the
whole business, through our internal Personal Leadership Program, Learn Lead Grow (LLG), and focussing on
Leading Self, Leading People and Leading the Organisation.
Purpose
- Implement CHW's Customer Dispute Resolution processes and to act as the interface between CHW,
- Formulate and negotiate mediation opportunities between CHW and its customers, to ensure a timely
- Identify and liaise with key stakeholders to action opportunities for improvement to increase customer
Key Duties/Responsibilities
- Investigate all types of customer complex enquiries to reach an appropriate and timely resolution for
- Investigate Energy and Water Ombudsman's Office Victoria (EWOV) complaints, including the provision
- Investigate all escalated complaints and formulate and mediate a resolution on behalf of CHW, ensuring
current or future claims/complaints.
- Monitor complaints, EWOV complaints and customer insights to identify patterns of concern.
- Identify any systemic issues, process improvements and customer pain points leading to customer
stakeholders across the business to drive change to improve the customer experience.
- Ensure that CHWs complaints framework is reviewed regularly and any required amendments are
escalate data trends to internal stakeholders for action as appropriate.
- Assist in the review and development of effective, efficient systems and processes to enhance the
- Provide a complaints advisory role to colleagues, team leaders and managers to ensure customer
- Keep abreast of relevant statutory requirements and policy and monitor regulatory requirements in
all relevant legislation, policy and procedure.
- Negotiate customer claims, including insurance related claims, as required.
- Provide accurate and timely complaint data and reporting to internal and external stakeholders; identify
data for Executive and Board.
- Prepare all correspondence, reports and briefings in relation to customer complaints for the customer
- Liaise with the Essential Services Commission (ESC), Water Industry providers, WSAA, EPA, DEL
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