Who are we?
We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.
The role
The Customer Care Officer is an essential member of the business who is responsible of providing high quality customer support services to customers who are experiencing Hardship & Vulnerability and Domestic Violence across the main Customer contact Channels (Telephone, Email, Customer Portal and Front Counter).
Reporting to the Customer Care Team Leader, this role entails:
- Supporting customers in need
- Offering tailored payment plans
- Assisting customers with government rebates, social discounts, URGS and other support offerings.
This role ideally suits someone empathic in nature and good at listening to customers' problems in order to provide support options. The Customer Care Officer is required to demonstrate the desired values of the organisation on a consistent basis and contribute to a positive workplace culture. If this is you, then please apply now!
Who are you?
To be considered for this role, applicants should be able to:
• Work in a constructive & positive way in a team environment
• Possess a demonstrated track record in delivering high quality customer service. Experience in providing service across voice and digital platforms will be advantageous
• Be agile and resilient as priorities change quickly in the team
• Possess strong computer and keyboard skills including but not limited to, proficiency in all of Microsoft Office Suite and agility to utilise multiple software platforms simultaneously
• Possess excellent communication skills with a demonstrated ability to articulate complex information to diverse audiences (individual or groups) both in verbal and written form.
• Demonstrate robust written communication skills
• Demonstrate an ability to grasp and retain new processes and procedures
• Demonstrate exceptional listening skills, patience, empathy and be able to sympathise with customers' situations.
What's in it for you?
Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.
South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities.
As a SEW employee, you can enjoy the following offerings from our benefits package:
- Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks.
- Work-life balance with flexible working arrangements, including hybrid work options and leave purchasing.
- Life insurance and salary continuance.
- 15 weeks paid parental leave and paid superannuation on eligible portions of unpaid parental leave.
- Additional leave offerings, such as cultural and ceremonial leave and study leave.
- Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, an onsite cafe, and free parking.
- Opportunity to be part of great initiatives involving the local community
This role is remunerated at a Level 2, which is between $82,036 - $88,719 + super and offers are commensurate with the successful candidates' experience.
We're for everyone
Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.
We are deeply committed to Diversity, Inclusion, and Belonging, and we encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, people with disability and jobseekers of all ages and cultures. We aim to provide an inclusive, accessible workplace where everyone is welcome, safe, and celebrated. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please reach out to our Talent team at [email protected].
Keen to make an impact?
Click here to check out the position description. We're accepting applications for this exciting opportunity until 28th June 2025!
To be considered for this opportunity, you must hold unrestricted working rights for the period of employment at the time of application. Successful candidates will also be required to undergo a number of pre-employment checks, including a police records check
South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required.
Visit southeastwater.com.au to learn more about us and how we serve our customers.
