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.
We think a pretty good job starts here………

About the role:

The Contact Centre Operations Officer is responsible for supporting the efficient and effective day-to-day management of the Contact Centre by providing technical guidance, maintaining information systems, supporting planning, quality and training processes and providing customer service project support and advice.
This role supports the Contact Centre Operations Coordinator and wider team by;

• Understanding and applying Unitywater policies, procedures and guidelines, when responding to customer requests.
• Building relationships with other business areas and collaborating to ensure understanding of customer information and updates to processes or information.
• Effectively and efficiently updating customer service information systems and providing timely communications to the team regarding changes to processes or information.
• Supporting quality assurance activities to ensure provision of quality customer service experience.
• Schedule employees to achieve the optimal balance between employee, customer and business needs.
• Support in recruitment activities and required talent acquisition.
• Identify and suggest possible areas for system and process improvement to support enhanced customer service.
• Co-ordinating and training new and existing employees and reporting any issues to leaders for follow up.
• Encouraging employee engagement through a collaborative approach to improved service delivery and enhanced customer value.
• Actively participate in professional development and training opportunities that will assist in building the knowledge and skills required for the ongoing performance of the position.
• Work effectively as a member of the Customer Contact team.

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 customer service environment delivering accurate and timely customer service, exercising sound judgment, initiative and confidentiality.
• Demonstrated competency in of a wide variety of computer applications including the Microsoft Office Suite (Word, Excel, Outlook & Explorer) with a high level of word processing accuracy.
• Demonstrated well-developed interpersonal and written communication skills.
• Proven ability to work as an effective, positive team member in a high performing customer service environment.
• Active listening skills, retentive memory, and alertness in interpersonal communication within a customer service environment.
• Effective questioning skills and ability to resolve complex procedural issues.
• Demonstrated ability to maintain composure and objectivity in difficult situations and take actions that reflect consideration of the needs and views of others, whilst maintaining a positive attitude.
• The ability to problem-solve and interpret complex information across multiple databases.
• C Class Driver’s License.

Working at Unitywater:
Why is a career at Unitywater a pretty good choice?
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 values the unique contributions of all our people. At Unitywater we support candidates with all abilities and diverse backgrounds to apply.
It’s a pretty good place to work when you can support the community, focus on sustainability and develop and learn interesting and innovative things.

How to apply:

Please apply online following the links, and make sure to upload your up to date CV.
If you’re successful we will need you to undergo a few checks…. We know they might not be the fun part, but you will need to right to work in Australia and complete relevant pre-employment checks, including verification of criminal history, drivers licence and driving history, alcohol and other drug screening.

Applications close: Tuesday 23rd July 2024

At Unitywater we are proud to be a Circle Back Initiative Employer – we care about our candidates and commit to responding to every applicant.

For further information or to request the position description for this role, please contact the Careers team at careers@unitywater.com