Specialist Customer Resolutions Officer

6 months ago

Frankston, Australia South East Water Corporation Full time

**Who are we?**:
We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

**The role**:
Reporting to the Customer Resolutions and Advocacy Manager and forming part of the broader Customer Experience group, this role is pivotal in enhancing the customer experience by managing and resolving complex complaints that are beyond the scope of the frontline Customer Experience teams, as well as other business areas. Beyond complaints management, the Customer Resolutions Specialist supports quality, compliance and continuous improvement within the SEW complaints function.

**Who are you?**:
An encouraging and confident leader with a customer first mindset, you will be experienced in managing complaints, whilst dealing with competing priorities and high case volumes. Knowledge and understanding of relevant legislation and industry standards for complaint handling will put you in a good position, and accredited resolution and complaints management training would be an advantage. By nature, you are resourceful, knowing how to locate and interpret information from various systems and sources.

Finally, you will be authentic in all your dealings with stakeholders and customers alike, remain calm under pressure and are resourceful.

**What's in it for you?**:

- A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options.
- 15 weeks paid parental leave for all parents and paid super on unpaid parental leave
- A range of benefits, including free on-site parking and cultural leave.
- A great culture working in collaborative teams with strong work ethics.
- Career focused learning and development opportunities.
- The opportunity to be part of an organisation committed to environmental initiatives.
- Enjoy modern office facilities with panoramic beachfront views.

**We're for everyone**:
We do meaningful work, but how we do it is just as important. We’re here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all. We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work. But it’s our people’s collective ambition, authenticity and differences that bring our culture to life.

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we’re all different, we still share a common goal to deliver healthy water for life.

**Keen to make an impact?**:

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