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Customer Service Officer - Casual


Location: Maroochydore

Job Type: Casual


About us:
At Unitywater, we operate in a diverse and inclusive environment where no two days are the same. We provide essential water supply and reliable utilities services to the Moreton Bay, Sunshine Coast and Noosa regions that account for 16% of Queensland’s population. Our customers are at the heart of everything we do, and we are proud to service our communities with smart and environmentally sustainable practices.

About the role:
Our Contact Centre is fast paced and ever changing, there is always something new to learn and we encourage empathy, active listening, curiosity, problem solving, and critical thinking to achieve the best experience for our customers.

As a Customer Service Officer, you will deliver a high level of service as a first point of contact for customers seeking advice, assistance or information regarding Unitywater. You will provide professional, accurate and timely customer service regarding our operations through multiple channels whilst always maintaining confidentiality of customer information. Our customer service team handles service requests, billing enquiries, transactions, complaints, compliments and general enquiries both within our contact centre in Maroochydore and our front counters in Maroochydore and Caboolture. We are a multi-channel centre, with a dynamic environment that will require your flexible and adaptable approach. We provide a supportive culture and encourage people with diverse backgrounds to apply.

About you:
To contribute to Unitywater’s values of Reliability, Safety, Honesty & Integrity, Efficiency, One Team, Innovation, you will demonstrate the following skills and qualities for the role:
  • Previous experience working in a fast paced, customer service facing role.
  • Strong understanding of the importance of first point resolution.
  • Working knowledge of a wide variety of computer applications including the Microsoft Office Suite, Web Chat and digital / social media, with a high attention to detail and level of accuracy.
  • Demonstrate professional phone mannerism and can listen for queues and prompts from the customer in order to guide the conversation to a viable outcome for the customer and Unitywater.
  • Interpersonal and communication skills including active listening skills and effective questioning skills, together with the ability to resolve complex issues across multiple channels.
  • Demonstrated ability to maintain composure and objectivity in difficult situations and conversations and take actions that reflect consideration of the needs and views of others, whilst maintaining a positive and one team attitude.
  • Ability to adapt to a highly monitored environment and be open to constructive feedback and coaching on customer interactions and call quality.
  • Can demonstrate a strong willingness to learn and retain information.

This is a casual position which will require you to be available to work within core office hours. The majority of these hours will range between 8am and 5pm, Monday to Friday and availability must be flexible. You may be required to participate in after-hours work and be part of an on-call roster if the need arises. Please note as this is a casual position, there can be no guarantee of hours.

Working at Unitywater:
Unitywater is one of the largest employers in the region, offering continuous investment in training, diverse career paths, health and wellness benefits, flexible work arrangements and a rewarding environment. We are committed to providing a diverse and inclusive work environment that supports individuals to reach their full potential.

Proudly Unitywater:
We know that we are smarter, better, together. That’s why we are committed to working in a team that includes values the unique contributions of all our people. Unitywater actively encourages candidates with all abilities and diverse backgrounds to apply.

Applications close: Sunday 27 November.
Remuneration: EA Indoor Level 2 Casual

For further information or to request the position description for this role, please contact the Careers team at
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