Collections and Affordability Officer

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 of the Collections and Affordability Officer is to support our third-party agents in managing customer queries arising from their contact activities through transferred calls and cases and to also manage the direct queries made to South East Water.  They will then, where appropriate, progress individual accounts through to the correct support solution and/or escalated processes and then manage them accordingly.

The aim of the role is to provide excellent customer service, whilst minimising debtor levels and bad debts.  With a great culture and friendly team members, if you're known for your exemplary customer service skills and authentic communication, then this may be the role for you!

In order to be considered for this opportunity, the successful candidate will be someone who knows how to provide quality customer service in what can be stressful or sensitive times for our Customers.  You will be able to work with customers in a constructive and positive way, ensuring the best outcome is reached for both them and the business.

Reporting to the Collections and Affordability Team Leader, candidates will also possess the following skills, knowledge and experience in order to shine in the role:

• High level interpersonal skills, with an ability to negotiate and resolve conflict.
• Well-developed analytical skills and problem-solving abilities.
• Ability to deal with difficult customers and the ability to empathise with customers where there is a level of vulnerability or hardship being experienced.
• Proven ability to make sound and timely decisions.
• Ability to work in a constructive and positive way within a team environment and achieve KPIs consistently in a high standard.
• A strong customer focus and the ability to establish and maintain effective relationships with customers. Listening skills are paramount for this position.
• Excellent communication skills with a demonstrated ability to articulate complex information to diverse audiences, both in verbal and written form.

• A competitive salary, starting at $83,839 plus superannuation.
• A commitment to work-life balance with truly flexible working arrangements, including hybrid working and leave purchasing. 
• 15 weeks paid parental leave for all parents and paid super on unpaid parental leave.
• A range of benefits, including free on-site parking and cultural leave. 
• A great culture working in collaborative teams with strong work ethics. 
• Career focused learning and development opportunities. 
• The opportunity to be part of an organisation committed to environmental initiatives. 
• Enjoy modern office facilities with panoramic beachfront views. 

We do meaningful work, but how we do it is just as important. We’re here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all.  We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work.  But it’s our people’s collective ambition, authenticity and differences that bring our culture to life.  

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we’re all different, we still share a common goal to deliver healthy water for life.  

We encourage applications from Aboriginal and Torres Strait Islander People, members of the LGBTIQ+ community, people with disability and from culturally diverse backgrounds. We aim to provide an inclusive and accessible workplace for everyone. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, or to learn more about the role, please contact: *******@southeastwater.com.au 

Click here to check out the position description. We're accepting applications for this exciting opportunity until Sunday 24 March 2024.

This role is remunerated at a Level 2

Visit southeastwater.com.au to learn more about us and how we serve our customers.