At Urban Utilities, our purpose is simple yet powerful – Enrich Quality of Life. With a $6 billion asset base and services spanning 1.5 million residents and more than 31,000 commercial customers across Southeast Queensland, we are committed to enhancing the liveability of our communities every day.
Your Opportunity
We’re excited to be recruiting a motivated and experienced Recovery Officer to join our Customer Experience team, part of our Customer & Innovation group.
The Customer and Innovation group leads and champions the way Urban Utilities connects with its customers. Our approach is focused on remaining contemporary, by understanding the current and future needs of our customers and appropriately shaping our services.
The role has an important part to play in recovering outstanding water and sewerage charges incurred by Urban Utilities’ customers and will see you helping customers work through their financial difficulties, handling challenging and demanding interactions, effectively solving problems and taking the appropriate next steps of recovery action when required.
Some of your accountabilities will include:
Understand of customer needs and deliver uniquely Urban Utilities experiences aligned to our values and service experience standards.
Support the development and implementation of debt recovery policies, procedures, and protocols to ensure compliance with regulations and alignment with best financial practices.
Identify and enable effective and efficient process improvements across Revenue Services to drive improved outcomes for customers and the organisation.
Respond promptly and professionally to inbound customer enquiries.
Provide clear and accurate information regarding outstanding debts.
Handle complaints, disputes, and sensitive issues with empathy and discretion.
About You
We are seeking candidates who are passionate about shaping our future, and ideally have the following qualifications, skills and experiences:
You have a growth mindset, and you are able to build trust and meaningful relationships with your team, customers, and stakeholders.
Experience in both debt collection and high-volume contact centre environments.
Familiarity with debt systems, CRM platforms, and data management tools.
Possess exceptional communication skills to build customer confidence, both verbal and written;
Be dynamic, resilient and loves to work in a fast-paced team environment.
At Urban Utilities, we believe our workforce should reflect the community we serve. We welcome applications from people of all backgrounds and experiences, including First Nations peoples, people with disability, members of the LGBTIQ+ community, veterans, emergency responders and people from culturally and linguistically diverse backgrounds.
You might not meet every single requirement listed. If you are excited about the role and believe you can make a strong contribution, we encourage you to apply.
If you require adjustments at any stage of the recruitment process, please let us know so we can support you.
Why Urban Utilities
Urban Utilities delivers essential water and wastewater services to more than 1.5 million people across Southeast Queensland. Every day, our teams work to support thriving communities and a sustainable future.
18 weeks paid parental leave
15 days personal leave including proactive wellbeing days
Salary packaging options
Corporate discounts
Flexible arrangements aligned to role type
WORK180 endorsed employer
There’s no us without you. Come shape the future with us.
How to Apply
Click ‘Apply’ to submit your application.
Our Talent team & Hiring Managers kindly request that no unsolicited CVs are sent for this role.