Customer Care Specialist

3 days ago

Traralgon, Australia Gippsland Water Full time

Experience in providing empathetic and effective customer focused support to vulnerable customers? Possess well developed communication, negotiation and interpersonal skills? Able to work collaboratively within a team, providing support to colleagues?

**Our organisation**

We take pride in our place in the Gippsland community. We are a quality essential service and support the health, safety and wellbeing of our community and staff. We are a significant employer in the region, working closely with our stakeholders towards an increasingly prosperous Gippsland.

We are innovative and committed to ensuring that Gippsland Water remains a great place to work. We do this by:

- Offering a flexible and stimulating workplace and investing in our people to enable us to adapt to the changing needs of our business and our region.
- Building the capability and culture of our people into a more highly skilled, professional, customer focused and efficient organisation.
- Building a diverse and inclusive organisation, where our people feel safe to bring their full and authentic self to work.

We also provide a range of employee benefits that will make your experience working at Gippsland Water both professionally and personally rewarding.

**The role**

The Customer Care Specialist pro-actively manages and supports customers experiencing complex financial situations, including high debt, vulnerability, and family violence. This involves assisting the Customer Care team in resolving complex issues, managing workload distribution, and ensuring compliance with relevant legislative requirements and customer charters. This position is also responsible for investigating and resolving complaints, developing, and implementing process improvements for debt recovery, and providing regular reporting and analysis of key customer care metrics. The role supports the Customer Care Team Leader with various administrative functions, including staff rostering and ICT testing, while also contributing to the overall effectiveness of the Customer Services team.

**What you’ll bring**
- Experience in resolving a range of complex customer queries with a focus on empathetic problem solving.
- Experience in negotiating effective solutions for vulnerable customers experiencing financial difficulties.
- Strong understanding of debt recovery processes for managing overdue accounts.
- Advanced analytical skills with proficiency in interpreting data and developing strategies to improve customer care.
- Excellent written and verbal communication skills including strong computer literacy skills.
- Ability to work collaboratively within a team and provide support with workload management and process improvements.

**Freedom**

We offer a variety of flexible arrangements to suit our employees varied needs and the business, including 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.

**How to apply**

For enquiries relating to this position, please contact **Tracy Stewart on 03 5177 4600**.

Applications close on** Tuesday 15 October 2024.**

**Please note that if you do not fully address the selection criteria you may be excluded from being shortlisted for further progression in the recruitment process.**

Shortlisted applicants may be required to undertake a National Police Check.

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