Customer Enquiries Officer

**Customer Enquiries Officer**
**Classification **Level, Central Highlands Water Enterprise Agreement

**Team, unit **Customer Services

**Division **Customer and Business Services

**Work location **High Street, Maryborough
The location may change depending on operational needs of the business.
Note: As this is a face to face customer service role, flexibility to work from home
is limited due to the inherent requirements of the role

**Employment type **Up to Full-time Hours, months Fixed-Term

**Position reports to **Team Leader - Customer Services

**Direct reports **Nil

**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.

**Purpose**
The primary objectives of the Customer Services Officer are to receive via telecommunications and over the
counter, written and verbal enquiries that relate to customer accounts, to accurately maintain customer accounts
and associated databases, facilitate connections to services and receive payments.

**Key Duties/Responsibilities**
- Be a first point of contact for customer service enquiries in a call centre environment.
- Provide professional and positive service to all CHW customers in an interested, engaged and personable
- manner.
- Resolve customers’ issues within level of delegation or escalate where appropriate.
- Consider the needs of the customer and CHW and respond appropriately.
- Treat all customers with honesty, fairness, sensitivity and dignity.
- Facilitate the organisation’s telecommunications flows and coordination of visitors to CHW.
- Provide and process 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**
- Accountable for the provision of professional and positive first point of contact service to CHW
- customers.
- Accountable for accurate and timely maintenance of databases relevant to the position as well as
- compliance with all relevant policies procedures, codes and other business instruments.
- Constructively contribute to creating and maintaining CHW’s desired culture by demonstrating CHW’s
- values and behaviours, and being mindful and respectful.
- Work effectively in a multi-functional environment, dedicated to the success of the team.
- 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.
- Required to actively participate in training as required.

**. Judgement and Decision Making**
- Able to identify customers’ needs, and respond appropriately.
- Able to identify when appropriate to refer customers to the Financial Hardship Program, financial
- counsellors, and eligibility for Utility Relief Grants (URGs).

**. Specialist Knowledge and Skills**
- Good working knowledge of customer service principles.
- Demonstrated computer skills and working knowledge of Microsoft Office, internet, and specialist
- Accuracy in processing and maintaining customer property details within the appropriate billing system.

**. Leadership/Management Skills**
- Leading self by taking responsibility for your choices, actions and performance, and working within the

baseline indicators in the Leadership Capability Framework.

**. Interpersonal Skills**:

- Good communication, interpersonal and public relations skills, to enable effective, courteous and- professional interaction with others.
- Ability to work effectively as part of a team and build personal rapport with colleagues.
- Demonstrated capacity to treat all customers and colleague