About us
At South East Water, we deliver healthy water for life. 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 1.87 million people who rely on us every day and every night. 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.
About the role
As the Customer Resolutions Advisor, you will be tasked with assisting customers and staff to solve escalated, complex complaints. The role is an important escalation point in our complaint management system, handling customer complaints that are escalated as internal referrals, corporate or ministerial complaints or external referrals via the Water and Energy Ombudsman. Our advisors play a pivotal role as the connection between the customer and the business, whilst the complaint is being resolved.
Key accountabilities will be;
- Manage and resolve complaints
- Collaborate with stakeholders, internal and external as required
- Communication in our tone of voice and values
- Be the voice for the customer
- Assisting to identify insights from complaints for process improvement
About you
To be successful in this full-time, ongoing position you will have experience in a customer service environment, along with;
- Complaints and resolution experience
- Working knowledge of EWOV or Ombudsman processes
- Effective written and verbal communication
- Stakeholder management - internal and external
- Accredited resolution and complaints management training is desirable
Our culture
We’re committed to providing an inclusive, diverse and equitable workplace that represents the community we serve. We strongly encourage applications from Aboriginal and Torres Strait Islander people, members of the LGBTIQ+ community, people with disability and from culturally diverse backgrounds.
We believe great teams do great work. We are ambitious, we work hard and we back one another. We embrace diversity, we challenge ourselves and demand the best, because that’s what our colleagues, customers and communities deserve. We provide flexible opportunities to work, learn and grow, supporting, encouraging and inspiring you every day.
Position description
Click here to view a copy of the Position Description for the role.
Level 4
Applications for the role of Customer Resolutions Advisor must be submitted by no later than Sunday 5 June 2022.
*Please note that in order to be considered, applicants must address the key selection criteria in their cover letters.