Customer Service Officer

Get the balance right - flexible working options available
- As a values-based organisation, we keep our customers at the heart of all we do
- Support the sustainable delivery of an essential service to the Lower Hunter community

**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:

- Permanent and temporary fixed term positions available with varied hours of work
- Reward and Recognition Program
- Salary Band 2

**The Opportunity**

To facilitate an excellent customer experience, you will have customers at the heart and provide support via various channels, including digital, telephone and face to face.

**What you'll do**:

- Provide technical and development related support to customers for the submission of development and plumbing related activities.
- Provide customer service duties face to face in our Honeysuckle Customer Service Centre.
- Respond to customer matters regarding a variety of development and minor technical enquiries that are related to Hunter Water’s operations in line with Hunter Water’s Customer Service Standards, Policies and Procedures.
- Provide customer support and issue resolution.
- Record and maintain relevant information on corporate information systems.
- Undertake daily administrative work to support customer activity.
- Be proactive as a customer centric operator and identify areas for process improvements for both internal and external stakeholders.
- Develop and maintain effective and positive relationships with internal stakeholders.

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

- Certificate III or above in a relevant qualification and/or previous customer service experience
- Be passionate about customer service and experience
- Demonstrated strong communication skills (both verbal and written) which can be delivered effectively and professionally with a diverse customer base
- Ability to work in a high volume, high pressure environment
- Ability to work cohesively within a team environment and also autonomously
- Sound effective time management skills
- Refined attention to detail with a solution focused approach

**Desirable Criteria**:

- Ability to interpret building and construction plans will be highly valued.
- Experience in identifying and recommending continuous improvement opportunities.
- Navigating new technology and systems.
- Experience with Content Management software (TRIM), GIS systems, Microsoft 365

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

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**Application closing date: 5 February 2025**

**Contact**: Donna Stephen **Phone**: 0427 824395