Customer Experience Representative

About the Role

As a Customer Experience Representative for Sydney Water, you'll be the first point of contact for our customers, managing inbound calls on our Hub faults line. Your goal is to deliver first-call resolution, providing clear, timely information and ensuring customers understand the next steps to resolve their issues.

You'll take accurate notes on each call, ensuring customer accounts are updated with relevant details. After your initial phone training, there will also be opportunities to assist with customer inquiries via email and social media, making every interaction count.

Join our team and play a key role in delivering exceptional service to our valued customers

About You

We are looking for someone who:

- Makes every customer interaction easy, warm, and engaging, always keeping the customer at the heart of everything you do.
- Brings experience from a customer service environment with outstanding communication skills, both verbal and written.
- Has a knack for asking the right questions and finding solutions to ensure first-call resolution.
- Is genuine, empathetic, and able to see things from the customer’s perspective to provide a comprehensive solution.
- Pays great attention to detail and excels at accurate notetaking.
- Thrives as a team player and can build collaborative relationships across different departments.
- While SAP CRM experience is a plus, it is not a requirement.

Additional Information

To service our customers, the Contact Centre role works on a rotational roster covering the span of hours 6.00am to 11.30pm, 5 days per week with overtime on the weekend that’s scheduled on a rotational basis. To be successful in the role, you must be available to work these hours.

We are committed to supporting your work-life balance. After completing your training and becoming confident in your role, you’ll have the option for hybrid work. You’ll also enjoy one rostered day off each month.

Shifts & Training

- Day Shift: Your workday may begin between 6:00 am and 9:30 am.
- Afternoon Shift: Your workday may begin between 11:00 am and 3:30 pm.

You must be available to work all shifts to be eligible for this position.

Our training program combines classroom learning with hands-on experience, where you’ll buddy up with experienced Customer Experience Representatives. You’ll receive continuous support from our management and training teams as you grow and succeed in the role.

Dive into Our Great Benefits

- Competitive Remuneration: We’ll ensure that your skills and contributions are valued and rewarded appropriately.
- Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team/'s productivity and well-being.
- Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success.
- 24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal.
- Discounted Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans.
- Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and a childcare allowance.
- Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW.
- Novated Leasing: Get in the driver/'s seat of your financial future with our novated lease options.

Closing date: Wednesday 1st October 2025 at 11:59pm

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.

Working at Sydney Water

At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too.

Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.

We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans.

Please see the job profile for the role’s full accountabilities.

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