Customer Solutions 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**:
The Customer Solutions Officer will support our third-party agents by handling customer queries from transferred calls and cases, as well as direct enquiries to South East Water. The focus will be resolving issues efficiently, guiding customers to the right support solutions, escalating when needed, and managing cases from end to end.

Delivering exceptional service is key, as you will help minimise debt risks while assisting vulnerable customers with financial commitments. This role involves sensitive conversations around debt management and long-term payment plans, requiring empathy, collaboration, and a solutions-driven approach.

Responsibilities include:

- Support third party agents to maximise debt recovery efforts
- As part of the Customer Experience group, p rovide appropriate support options that will enable customers to get their account back on track
- Ensure customers are provided all the eligible support mechanisms that we have in our toolbox
- Negotiate payment agreements that are consistent with the customer’s capacity to pay and consistent with all guidelines and legislative requirements
- Focus on achieving corporate KPI’s for debt recovery
- Pro-actively monitor and pursue accounts for payment to ensure that the level of debt is minimised
- Data capture and validation for customers
- Proactively identify customers who may require escalated activity to occur when able including water restriction, legal action and caveats

**Who are you?**:

- 2-3 years experience in debt recovery required
- Knowledge of all relevant credit industry laws and legislation
- Knowledge of Trade Practices Act, Privacy Act and Water Act
- Highly developed inter-personal and communication skills
- Highly developed analytical skills and problem solving are essential to identify opportunities to improve revenue collection strategies and minimise potential bad debts
- Highly developed negotiation skills for dealing with difficult customers and the ability to be empathetic to customers where there is a level of vulnerability or hardship being experienced
- Customer focused - establishes and maintains effective relationships with customers and gains their trust and respect. Listening skills are paramount for this position

**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.