Customer Resolutions Officer

**Who are we?**:
We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

**The role**:
Our career options are as diverse as our people, we all have an important role to play. Reporting to the Customer Resolutions and Advocacy Manager and forming part of the broader Customer Experience group, this role is central to enhancing the customer experience by managing and resolving complex complaints from various areas of the business.

This position acts as a second tier of complaint management between the frontline customer service teams and the Resolutions team, focusing on managing complaints that require investigation and coordination.

**Who are you?**:

- 2-4 years of experience working in a customer service environment, handling conflict or challenging customers.
- Strong investigation skills with the ability to use, interpret and efficiently source information from across various systems and sources.
- Adept at thinking outside the box, with excellent problem solving, critical thinking abilities and an ability to negotiate and persuade when required.
- Strong written and verbal communication skills.
- Demonstrated ability to build rapport quickly and build strong working relationships.
- Confident in making informed decisions and managing complaints autonomously at an appropriate level.
- High levels of personal resilience, with the ability to remain calm under pressure and manage competing priorities and high case volumes.
- Accredited resolution and complaints management training would be a plus.

**What's in it for you?**:
Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.

South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities.

As a SEW employee, you can enjoy the following offerings from our benefits package:

- Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks.
- Work-life balance with flexible working arrangements, including hybrid work options and leave purchasing.
- Life insurance and salary continuance.
- 15 weeks paid parental leave and paid superannuation on eligible portions of unpaid parental leave.
- Additional leave offerings, such as cultural and ceremonial leave and study leave.
- Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, an onsite cafe, and free parking.
- Opportunity to be part of great initiatives involving the local community

**We're for everyone**:
Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.

**Keen to make an impact?**:
South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required.