▷ [Apply Now] Customer Care Centre Officer Faults

About the Company

SA Water is a successful, modern water utility wholly owned by the Government of South Australia. We employ more than 1,700 people across a broad range of disciplines who operate more than $14 billion worth of infrastructure to deliver essential water and sewerage services to more than 1.8 million South Australians.

We operate in a geographically and climatically diverse service area, with sites and locations from Ceduna through to Port Augusta, the Anangu Pitjantjatjara Yankunytjatjara (APY) Lands, across to the Riverland, down to Mount Gambier, and most places in between.

Our strength and expertise have been shaped by our history. For more than 165 years, South Australians have depended on us to innovate and deliver efficient and sustainable water services. With nationally and internationally recognised industry expertise, we’re focused on understanding and meeting our customers’ expectations.

As well as safely delivering smart and reliable services for our customers of today, we innovate to shape the water solutions of the future that will support thriving economies and healthy communities.

We are driven by our values; we value our people, we do work that matters, we keep it real, we know that our work has impact and we are future focussed. Staying true to our values ensures that we consistently deliver positive outcomes for all South Australians.

About the job

The Customer Care Centre Officer – Faults is a key frontline role delivering exceptional service to SA Water customers and the wider community. Working in a fast-paced 24/7 environment, you’ll respond to fault-related enquiries with empathy, precision, and urgency resolving issues at first contact and ensuring accurate work order management. You’ll guide customers through solutions, promote digital self-service options, and collaborate with your team to maintain high performance, safety, and customer satisfaction across all service channels.

About the person

Our ideal candidate is a confident communicator with a strong customer service mindset and a genuine desire to help others. They thrive in a fast-paced, team-oriented environment, demonstrating empathy, accuracy, and resilience in every customer interaction. With solid data entry skills and a proactive approach to learning, they stay up to date with processes and contribute positively to team performance.

About Customer, Community and Engagement

The Customer, Community and Engagement group drives customer outcomes by delivering exceptional experiences and tailored solutions that grow business, revenue, and the state economy, while actively engaging with communities, and collecting valuable feedback.

Your responsibilities for this opportunity

Fostering trust with our people, customers and community by providing expert advice and service that ensure we effectively communicate and engage audiences with our business strategy and its delivery across South Australia, every day.

You will:

- Provide high-quality, tailored support across faults, accounts, and general enquiries

- Accurately diagnose and record work orders to improve field efficiency

- Promote SA Water initiatives and support digital self-service adoption

- Manage escalations and maintain productivity across multiple tasks

- Build strong relationships with customers and team members

- Contribute to safety, performance metrics, and continuous improvement

Your success in this role will come from:

- High attention to detail and accurate data entry

- Strong customer service focus with excellent communication skills

- Ability to thrive in a “one team” environment

- Proficiency in MS Office and mainframe systems

- Ability to work rostered shift work (continuous) 24/7 with an on-call provision as required

- Knowledge of water and wastewater operations (desirable)

Our Industry is like no other. Dive into the wonderful world of water and explore the boundless opportunities. Learn more about the water industry at careersinwater.com.au

Further information can be found in the attached PD- Customer Care Centre Officer - Faults .pdf

To apply, click 'Apply'. Please submit and complete the application form, upload a cover letter and current resume. For enquiries, please contact Tracy from the Talent Acquisition team tracy.rayan@sawater.com.au

Applications close 4pm, 7 November 2025.

A great customer experience is best achieved by having a diverse and inclusive team that reflects the community we serve. Applications are encouraged from everyone, including people living with disability, job seekers of all ages, members of the LGBTQA+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds.

Please note: We request that recruitment agencies do not submit candidates for this position, as they will not be accepted.

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