Customer Service Trainee

**Customer Service Trainee**

**Team, unit **Customer Services

**Division **Customer and Business Services

**Work location **Learmonth Road, Ballarat

**Employment type **Full-Time Fixed-Term (-years)

**Position reports to **Team Leader Customer Services

**Direct reports **Nil

**Our Values**

Our vision: _Fostering sustainable living, thriving communities and a healthy environment. _

Our purpose: _We care for our community and environment ensuring essential water services are safe, reliable, _
- and affordable now and in the future. _

Our values: _Integrity Teamwork Leadership Care**Organisational Environment**

At Central Highlands Water (CHW) ‘_Safety is Everyone’s Priority_. We are committed to the safety of our people,
customers and the community we serve and have a zero tolerance towards bullying, harassment or violence within
the workplace.

We have an inclusive workplace that embraces diversity and difference - we believe anyone can change the world.
Islander people, people living with disability, neurodiverse people, LGBTIQA+ and people from different cultural
backgrounds.

We facilitate and encourage employees’ continuous professional development. Employees are supported to remain
informed of current industry best practice and are encouraged to take an active personal interest in staying up to
date with professional practices, standards, and latest trends.

We believe that everyone has the capability to demonstrate leadership, regardless of their formal level of authority.

We expect all team members to focus their efforts on developing and displaying the leadership behaviours defined

in our Leadership Capability Framework. We have a commitment to enhancing our leadership maturity across the

whole business, through supporting our people to build their capability to Lead Self, Lead People and Lead the

Organisation.

**Purpose**

Reporting to the Team Leader Customer Services, you will develop skills over a two-year traineeship that will

enable you to understand and respond to a broad range of customer enquiries and develop customer relation skills

to a competent level.

You will also learn skills in a range of business systems and develop a basic level of understanding of the greater

Customer Services team, including but not limited to, establishing, and maintaining customer accounts and

associated data bases, facilitating connections to services, providing information about asset locations, receiving

payments, and be the first point of contact for incoming customer telephone enquiries.

The primary role of the Customer Service Trainee is to receive telecommunication (written and verbal) enquiries

that relate to customer accounts, to accurately input related information and maintain CHW’s database to ensure

the accurate production of tariff invoices and processing associated payments.

**Key Duties/Responsibilities**
- To be CHW’s first point of contact for customer service responsibilities.
- Participate and contribute to team discussions to continuously improve customer service practices.
- Assist in the timely response to customer requests and solving customers issues within level of
- delegation or escalating where appropriate.
- Assist with the telecommunications flows and coordination of visitors to Central Highlands Water.
- Undertake a variety of customer service administration duties.
- Assist with the provision and processing of advice/information to meet customer account enquiry needs.
- Process and maintain accurate customer property details within the appropriate billing system.
- Provide and process advice/information for water and wastewater connections.
- Other duties as directed.

**. Authority and Accountability**:

- Responsible for the completion of basic tasks involving a range of basic skills under established practices

and procedures.
- Work is monitored under supervision either individually or in a team environment.
- At all times, create, maintain, and foster a safe work environment and ensure compliance with the
- provisions of the Occupational Health and safety Act, Regulations, and CHW policies and procedures.
- Accountable for satisfactory completion of all studies/development expectations related to the
- qualification within specified timeframes.

**. Judgement and Decision Making**:

- Judgement is limited to be able to identify customers’ needs and respond appropriately in resolution or

escalation as appropriate.
- Guidance is always available from the Team Leader Customer Services.

**. Specialist Knowledge and Skills**:

- Basic understanding of technical concepts and willingness to use initiative.
- Good working knowledge of customer service principles.
- Demonstrated basic computer skills and working knowledge of Microsoft Office, internet, and specialist
- Accuracy in general processing and assessments.

**. Leadership/Management Skills**:

- Not required.

**. Interpersonal Skills**:

- Developed communication and interpersonal sk