Customer Resolutions Advisor


Location: Maroochydore

Job Type: Full time


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:
As a member of the Customer Relationships team, you will play a key role in complaints management. You will help resolve customer issues as well as identify trends to improve policies and processes for an enhanced customer experience. Key accountabilities will include but not be limited to:

  • Assess, monitor and coordinate incoming correspondence to ensure customer resolution in a timely manner.
  • Liaise with customers to confirm requests, communicate updates regarding investigations and provide accurate information within specified timeframes.
  • Build an understanding of the customer’s issues and use internal systems to gather all relevant information.
  • Distribute complaints to team members to manage ongoing queues and backlog and action complaints as required.
  • Prepare quality responses and assist in the management of customer correspondence and complaints across a range of channels within specified timeframes and quality.
  • Identify and share emerging customer issues and trends and facilitate an improved customer experience.

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:

  • Extensive experience in analysing customer issues, determining root causes of issues and negotiating positive outcomes
  • Ability to identify trends from data to give visibility of trends and inform opportunities for improvement.
  • Demonstrated ability to build sustainable relationships across the business and to influence outcomes that are customer and organisation focused.
  • Well-developed time management, prioritisation and organisational skills, including the ability to prepare reports and meet regular deadlines under pressure.
  • Proven experience in seeking solutions and improvements to enhance the team’s way of working and the customer experience.
  • Demonstrated experience in MS Office with the ability to quickly learn new systems and processes.

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: 4th February 2023

Remuneration: EA Indoor Level 5.

For further information please contact the Careers team at
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