Customer Experience Specialist

1 week ago

Traralgon, Victoria, Australia Gippsland Water Full time

Passionate about delivering exceptional customer service? Drive the continuous improvement of service delivery processes. Able to work collaboratively within a team, providing support to colleagues?

**Our organisation**

We exist to deliver reliable, high-quality water, wastewater and waste recovery services to ensure the economy and liveability of the central Gippsland region.

We are focused on:

- Maintaining affordable quality water and wastewater services for our customers
- Our sustainable future and future of the region
- Continuing to strengthen the important role we play in our local communities.

There are many benefits in working for us, we offer:

- Competitive salary
- Ongoing training and development opportunities
- Work variety
- A positive environment
- Work/life balance, with the opportunity to negotiate flexible working arrangements.

We focus on building the capability and culture of our people into a more highly skilled, professional, customer focused and efficient organisation.

Our reward and recognition framework has been developed to support a constructive culture and is focused on consistently recognising and encouraging the demonstration of our values as well as outstanding performance.

We do truly meaningful work within a supportive and inclusive culture that encourages you to make the most of your talents.

**The role**

The Customer Experience Specialist plays a pivotal role in enhancing our customers' experience by supporting the Customer Service and Revenue teams in resolving complex issues and managing workload distribution. This role is dedicated to fostering a customer-first approach while ensuring compliance with relevant legislation and customer charters.

As a key advocate for continuous improvement, the position investigates and resolves customer complaints and identifies opportunities to improve customer service and billing processes as well as providing regular reporting and analysis of key customer metrics.

**What you'll bring**
- Experience in delivering exceptional customer service, particularly in complex situations.
- Strong analytical skills.
- Excellent verbal and written communication skills.
- Ability to work collaboratively within a team, providing support to colleagues and leadership as needed.
- Experience in identifying and implementing improvements to processes.

**Freedom**

We offer a variety of flexible arrangements to suit our employees varied needs and the business, including purchased leave, varied start and finish times and accrued days off. We understand that Gippsland Water and our customers benefit from enabling our employees to achieve balance in work and life.

**How to apply**

For specific enquiries relating to this position, please contact **Michelle Firmager, Customer Experience Team Leader on 5177 4611.**

**Applications close on Sunday 15 December 2024.**

Shortlisted applicants may be required to undertake a National Police Check.

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