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Customer Service Representative
2 months ago
We are a quality essential service that supports the health, safety, and wellbeing of our community and staff. Our organisation is committed to ensuring that Gippsland Water remains a great place to work.
The RoleThe Customer Care Specialist will proactively manage and support customers experiencing complex financial situations, including high debt, vulnerability, and family violence. This involves resolving complex issues, managing workload distribution, and ensuring compliance with relevant legislative requirements and customer charters.
The successful candidate will investigate and resolve complaints, develop and implement process improvements for debt recovery, and provide regular reporting and analysis of key customer care metrics. They will also support the Customer Care Team Leader with various administrative functions, including staff rostering and ICT testing.
Key Responsibilities- Resolve a range of complex customer queries with a focus on empathetic problem solving.
- Negotiate effective solutions for vulnerable customers experiencing financial difficulties.
- Manage overdue accounts and develop strategies to improve customer care.
- Work collaboratively within a team and provide support with workload management and process improvements.
We offer a variety of flexible arrangements to suit our employees' varied needs and the business. This includes purchased leave, varied start and finish times, working from alternative locations, and accrued days off. We understand that Gippsland Water and our customers benefit from enabling our employees to achieve balance in work and life.
