Customer Assistance Officer

Get the balance right with flexible working, no matter the role
- Join an organisation that values learning every day**:

- Deliver high quality essential services for our community

We are seeking a Customer Assistance Officer - Temporary Fixed term to join our Customer Experience, Strategy and Operations in our Customer Service Division on a temporary fixed term basis for 12 months.

**Our Company**

At Hunter Water our Values define who we are as an organisation and how we behave. We strive to live these Values and it is shown in the work we do and the way in which we interact with each other.

We fundamentally believe in and commit to diversity and inclusion. We value an individual's unique capabilities, backgrounds, experiences and characteristics. We rely on these diverse perspectives to drive innovation and collaboration, to deliver the best outcome for our customers and communities.

We are embarking on a new strategic direction to build a more innovative, collaborative and resilient organisation that is a thought leader in developing a sustainable water and wastewater future.

At Hunter Water we offer a range of employee benefits. For this position, these will include, but are not limited to:
Excellent flexible working and additional leave benefits including:

- Additional Public Holidays, RDOs
- 5 days additional paid Carers Leave per annum
- Paid Community Service Leave
- 14 weeks paid Parental Leave for both parents
- Access to hybrid work and other flexible options

Health & Wellbeing benefits including:

- Fitness passport
- Access to discounted health fund and health services
- Access to the Employee Assistance program

Remuneration & Hours:

- 35 hour working week**:

- Reward and Recognition Program
- Base salary Band 2 plus Superannuation

**The Opportunity**

As the Customer Assistance Officer - Temporary Fixed term you will be responsible to undertake collection actions and for the identification, assessment and treatment of vulnerable customers in accordance with the our policies, procedures and account assistance support programs.**

**What you'll do**:

- Conducting collection activities for all customer groups in accordance with Hunter Water policies and procedures.
- Conduct customer engagement and sensitive negotiation, through various communication channels, in a fast paced goal oriented team, monitoring adherence to payment plans in accordance with business rules.
- Coordination of debt recovery actions with various internal and external stakeholders eg debt recovery agency
Identification and assessment of vulnerable customers, from diverse range of backgrounds, in order to provide appropriate support and ensure they remain connected.
- Focus on continuous improvement within own area of responsibility and support the team to strive for innovative, customer focused initiatives.
- Support customers in management of accounts, assistance programs, rebates and payment schemes.
- Maintain timely and accurate records of customer contacts and actions taken in relevant systems for reportable purposes.

**What you'll need to be successful**:
**Essential Criteria**:

- Demonstrated relevant knowledge and experience of debt collection processes and vulnerable customer support and associated policies and procedures.
- Applied experience in debt collection and recovery of outstanding monies, including outbound calling.
- Demonstrated ability to interact compassionately and effectively with people in a wide range of circumstances.
- Experience in a customer service environment.
- Proficient in using computer programs such as MS Work, MS Excel and MS Outlook and Teams.
- Class C Drivers Licence.

**Desirable Criteria**:

- Knowledge of legal and enforcement processes in debt recovery.
- Knowledge of Hunter Waters support programs, tariffs and charges, as well as rebates would be advantageous.

**Application Steps**:
To be considered for this position applicants must submit a cover letter addressing the Selection Criteria above and provide a current resume.

Please click to view the Position Description.

**Application closing date**:**Monday 4th August 2025.

**Contact**: Donna Stephen **Phone**: 0427 824 395