Customer Contact Officer

4 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**:
Our career options are as diverse as our people, we all have an important role to play We’re excited to welcome a new group of Customer Contact Officers to our team.** **The Customer Contact department are the critical point of connection between South East Water and our customers. Our team of passionate Customer Contact Officers provide information and support to customers through multiple channels, including voice and digital. Creating a positive and consistent experience for every customer through every interaction is at the heart of what we do.

As a Customer Contact Officer within our Voice team, you will create purposeful relationships with our customers to understand their immediate requirements and anticipate future needs. You will provide advice, assistance and support to customers related to accounts, payments, water usage and metering enquiries predominantly via inbound calls.

The Customer Contact team is a fast paced, energetic environment where priorities can change frequently based on the demands of our customers. High levels of adaptability and flexibility are required enabling our team to change and adjust fluidly as business priorities vary.

**A number of part-time 12-month fixed term opportunities are now available with a view to permanency, based on performance and operational requirements. **The part-time positions will be required to work a minimum of 25 hours per week (5 hours per day, 5 days per week), with a willingness to assist with additional hours on occasions. All part time shifts on offer are rostered from 1pm to 6pm.

**Who are you?**:
Your passion for delighting customers and ability to communicate effectively through multiple channels will assist you in resolving enquiries and creating a positive experience for our customers. To ensure your success you will have:

- Demonstrated experience providing high quality customer service in a fast-paced environment.
- Experience providing services across voice platforms with digital experience (live chat and case work) highly advantageous.
- The ability to work both effectively as part of a team, whilst demonstrating a high level of drive and initiative to work autonomously.
- Intermediate computer skills, including the ability to competently navigate multiple software platforms simultaneously.
- Excellent communication skills with a demonstrated ability to articulate complex information to diverse audiences (individual or groups) both in verbal and written form.
- Completed secondary education (VCE or equivalent), customer service studies or equivalent work experience in related fields.

**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.
- 14 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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