Customer Service Representative – Customer Account OperationsHybrid

• Full-time permanent position – start as soon as possible
• Convenient Parramatta location next to train and bus station
• $76,078.07 base salary + Super + Leave Loading
• 38 hour week 

Our Customer Billing, Accounts & Metering team has an amazing opportunity available for an experienced, driven, and passionate Customer Experience professional to join our team of diverse and dynamic individuals who create and maintain Sydney Water customer property records, billing accounts, and liaise with customers to investigate and resolve enquiries.

A day in the life of a Customer Service Representative in Customer Account Operations

You will liaise with a diverse range of customers daily. They will include residential, business, and government customers. You will also liaise frequently with trades people. You will be responsible for creating and maintaining customer property data, to provide accurate billing, as well as investigating and resolving different customer enquiries. This will require occasional work in the field to assist investigations through to resolution. You will provide our customers and stakeholders with information relating to property development, metering, rating enquires and other information when requested. This is not a role in our Contact Centre, but we do liaise from time to time with our Contact Centre team with regards to customer enquiries.

Success Factors – What we are looking for in a team member

We are looking for:

• You will have experience in a customer service environment with exceptional communication skills, both verbal and written.
• You will have amazing attention to detail and a high degree of accuracy in capturing and processing information
• It would be great if you have SAP ISU/CRM experience, and/or previous property administration experience for a utility or government organisation, but this is not compulsory.
• You will have the ability to ask the right questions and find the right solutions to help provide a resolution.
• You will be an agile thinker and an eager investigator to ensure complex matters are resolved.
• You will be a team player and be able to develop collaborative relationships across different business in our organisation.
• You will be genuine and see yourself in our customers shoes to assist in providing a holistic solution.
• Someone who can make the interaction with our customers easy. You will be warm and engaging when speaking to our customers. You will have the customer at the heart with everything you do, and look for opportunities to improve processes.

Training

You will be buddied up with one of our experienced team members where you will shadow them in their different daily activities. We will also arrange for you to spend some time in other areas of our business, to broaden your understanding of Sydney Water and develop additional networks. We foster the attitude, that no question is a silly question, and every opportunity is a learning opportunity. Our experienced team is ready for the successful candidate to ask lots of questions to learn their new role. You are fully supported every step of the way by your peers and management team.

Working here

We are flexible with your start time, as long as you can start between the hours of 7.30am and 9.00am to ensure our customers’ needs are met and that they receive an outstanding customer experience.

You will be able to nominate one rostered day off per month.

We are supportive of work life balance and offer hybrid working options to help support you.

We also have different organisational employee benefits you can access once you are onboarded. Just to name a few:

• Fitness Passport providing access to numerous gyms and pools across NSW.
• Employee Assistance Program
• Childcare allowances.
• Up to 18 weeks of paid parental leave.
• Health and Wellbeing – Flu vaccinations and discounted health insurance membership at some health insurance providers

Working at Sydney Water

At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too. 

Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.

We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, veterans and those living in rural, regional, and remote locations.

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. For more information please contact sophia.catacouzinos@sydneywater.com.au.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community.

We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application

Please see the position description for the role’s full accountabilities.

Closing Date: Wednesday 8 May 2024

Please advise if you require any adjustments to actively participate in the application and recruitment process.

Do you think you are up for the challenge? We would love to hear from you!