Customer Resolutions Officer
vor 4 Stunden
Who are we?
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 1.77 million people who rely on us every day and every night.
At South East Water, we innovate with purpose and act with care to deliver healthy water for life.
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.
The role Our career options are as diverse as our people, we all have an important role to play.
Reporting to the Customer Resolutions and Advocacy Manager and forming part of the broader Customer Experience group, this role is central to enhancing the customer experience by managing and resolving complex complaints from various areas of the business.
This position acts as a second tier of complaint management between the frontline customer service teams and the Resolutions team, focusing on managing complaints that require investigation and coordination.
A mixture of full time and part time opportunities now exist for customer-centric focused candidates whose strengths include critical thinking and problem-solving, to ensure fair and timely resolution of customer complaints.
Who are you?
In order to be successful in this role, candidates will require the following skills, experience and knowledge: • 2-4 years of experience working in a customer service environment (such as a contact centre or retail industries), handling conflict or challenging customers.
• Strong written and verbal communication skills.
• Demonstrated ability to build rapport quickly and build strong working relationships.
• Adept at thinking outside the box, with excellent problem solving, critical thinking abilities and an ability to negotiate and persuade when required.
• Confident in making informed decisions and managing complaints autonomously at an appropriate level.
• Ability to remain calm under pressure, with the ability to manage competing priorities and high case volumes.
• Ability to use, interpret and efficiently source information from across various systems and sources to aid in effective complaint investigation and resolution.
• Accredited resolution and complaints management training would be a plus.
What's in it for you?
Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.
South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities.
As a SEW employee, you can enjoy the following offerings from our benefits package: Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks.
Work-life balance with flexible working arrangements, including hybrid work options and leave purchasing.
Life insurance and salary continuance.
15 weeks paid parental leave and paid superannuation on eligible portions of unpaid parental leave.
Additional leave offerings, such as cultural and ceremonial leave and study leave.
Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, an onsite cafe, and free parking.
Opportunity to be part of great initiatives involving the local community This role is remunerated at a Level 3, which is between $91,691 and $103,686 + super and offers are commensurate with the successful candidates' experience.
We're for everyone Our people are as diverse as the communities we serve.
It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.
We are deeply committed to Diversity, Inclusion, and Belonging, and we encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, people with disability and jobseekers of all ages and cultures.
We aim to provide an inclusive, accessible workplace where everyone is welcome, safe, and celebrated.
If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please reach out to our Talent team at ******.
Keen to make an impact?
Click? here to check out the position description.
We're accepting applications for this exciting opportunity until Wednesday 22 January 2025
To be considered for this opportunity, you must hold unrestricted working rights for the period of employment at the time of application.
Successful candidates will also be required to undergo a number of pre-employment checks, including a police records check South East Water operates a 24/7 service environment.
Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required.
Visit southeastwater.com.au to learn more about us and how we serve our customers.
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