Customer Experience Officer

Central Highlands Water is a major regional employer, and we want you to join us

About us

At CHW we provide drinking water, sewerage, trade waste and recycled water services to residents and businesses in the Central Highlands region of Victoria. We are a public sector employer with a proud history spanning more than 150 years of supporting regional prosperity through service excellence.

Central Highlands Water is a growing business which strives to create a thriving and sustainable region by providing the highest quality water related service to our diverse customer base. This opportunity is a vital role to shape the future of how our services support our community.

To learn more about CHW and how our everyday people contribute to the Central Highlands region of Victoria, visit our website, or check out our LinkedIn or Instagram pages

The opportunity

The primary objectives of the Customer Experience Officer are to receive via incoming calls received via the Customer Service Centre 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.

Please note: These roles are not remote and require employees to work 100% from our head office in Ballarat. We are looking for candidates who are available to work onsite and can actively contribute to our in-person team environment. These positions are full-time (Monday - Friday), starting at 8.15am and finishing at 5pm. Part-time options and working from home is not available.

About you

Safety is our No. 1 priority, and we expect you will actively contribute to and foster a 'safety first' culture that supports our aspiration of zero harm. This means you care deeply about the physical and psychological safety of people so that our team return home in great shape at the end of the day.

We'd love to hear from you if you have:

• Demonstrated understanding of customer service principles and practices.
• Well-developed level of written and verbal communication skills.
• Demonstrated ability to interact effectively with customers and stakeholders in a wide range of circumstances relevant to the position.
• Demonstrated knowledge and understanding of computer systems and applications.
• Demonstrated ability to work in a team-based environment.

What's in it for you?

Working for one of the region's largest employers you will be part of an organisation that is high achieving, cohesive and always striving for better customer outcomes. We're full of "everyday people" that are great to work with and reflect our community Our benefits include accrued time off, generous leave options, professional development, industry collaboration, health and wellbeing programs and a supportive management team.

At CHW you will:

• Have access to training and development opportunities that will further develop your knowledge and skills.
• Be part of an organisation that strongly promotes work life balance, flexibility, safety and wellbeing.
• Work in an organisation that makes a difference to our community.
• Be part of an organisation that cares about you, your safety and wellbeing.

How to apply

If you want to make a positive impact through meaningful work and have the energy, courage and ideas to take on a challenge, we'd love to hear from you To submit your application, click on APPLY to be redirected to our website and for a copy of the Position Description. While you are on our website, take a look around. You won't be disappointed

• Please ensure you provide a cover letter and your resume.
• You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.

Have questions?

For a confidential chat about the role, please contact Stephanie Burzacott on

Applications close 9am Monday 27 October 2025.

• Please note, as part of our selection process, we conduct pre-appointment checks including those related to references, identity, fitness to work, qualifications, work history, work visa, misconduct and police record history.
• This role may be subject to a probation period.

We welcome applications from people with disability and aim to provide an inclusive and accessible workplace. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please contact Stephanie Burzacott.

If you need a copy of this advertisement in an accessible format, please email

At CHW we are dedicated to supporting our team's physical and mental wellbeing. We assist our team to develop, as people and as leaders. We value diversity and inclusion - our workforce is a place where the melding of a range of views and perspectives is celebrated.