Customer Resolutions

**Customer Resolutions & Process Improvement Officer**

**Classification **Level, Central Highlands Water Enterprise Agreement

**Team, unit **Customer Services

**Division **Customer & Business Services

**Work location **Learmonth Road, Wendouree

**Employment type **Full Time

Flexible options available: part-time work, purchased leave, varied start and

finish times, working from alternate locations and -day fortnights

**Position reports to **Team Leader Customer Services

**Our Values**

Our vision: _Our Water - Our Customers - Healthy Living _

Our mission: _Together, we provide quality water and wastewater services, safely, efficiently and sustainably to _
- communities in the Central Highlands Region _

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 all jobs can be worked flexibly
disability, LGBTIQA+ and people from different cultural backgrounds.

We support and encourage employees’ continuous professional development. Employees are supported in keeping
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 our internal Personal Leadership Program, Learn Lead Grow (LLG), and focussing on
Leading Self, Leading People and Leading the Organisation.

**Purpose**
- Implement CHW’s Customer Dispute Resolution processes and to act as the interface between CHW,

EWOV and customers to resolve escalated complaints.
- Formulate and negotiate mediation opportunities between CHW and its customers, to ensure a timely

and satisfactory resolution for all parties, where possible.
- Identify and liaise with key stakeholders to action opportunities for improvement to increase customer

satisfaction and reduce customer complaints.
**Key Duties/Responsibilities**
- Investigate all types of customer complex enquiries to reach an appropriate and timely resolution for

both the customer and Central Highlands Water. Resolve customer complaints on behalf of CHW.
- Investigate Energy and Water Ombudsman’s Office Victoria (EWOV) complaints, including the provision

of reports on behalf of CHW to EWOV, liaising with both EWOV and customers to negotiate a resolution.
- Investigate all escalated complaints and formulate and mediate a resolution on behalf of CHW, ensuring

they are reached in a fair, equitable and justifiable manner that minimises the exposure of CHW for
current or future claims/complaints.
- Monitor complaints, EWOV complaints and customer insights to identify patterns of concern.
- Identify any systemic issues, process improvements and customer pain points leading to customer

complaints and claims (current and potential), investigate and provide recommendations to key
stakeholders across the business to drive change to improve the customer experience.
- Ensure that CHWs complaints framework is reviewed regularly and any required amendments are

communicated to all stakeholders across CHW. Maintain accurate complaints data and identify and
escalate data trends to internal stakeholders for action as appropriate.
- Assist in the review and development of effective, efficient systems and processes to enhance the

customer experiences.
- Provide a complaints advisory role to colleagues, team leaders and managers to ensure customer

complaints are addressed in line with the Complaints Handling Procedure and relevant legislation.
- Keep abreast of relevant statutory requirements and policy and monitor regulatory requirements in

relation to complaints handling. Investigate, respond to customer complaints ensuring compliance with
all relevant legislation, policy and procedure.
- Negotiate customer claims, including insurance related claims, as required.
- Provide accurate and timely complaint data and reporting to internal and external stakeholders; identify

and escalate data trends to internal stakeholders for action as appropriate. Prepare monthly complaints
data for Executive and Board.
- Prepare all correspondence, reports and briefings in relation to customer complaints for the customer

resolutions team and draft correspondence for signature/approval by the CHW management team,

- Liaise with the Essential Services Commission (ESC), Water Industry providers, WSAA, EPA, DEL