Customer Advocacy Advisor

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. 

Reporting to the Customer Resolutions and Advocacy Manager and forming part of the broader Customer Experience group, this role specialises in the investigation, negotiation and resolution of highly complex and escalated complaints received via the Energy and Water Ombudsman
Victoria (EWOV), as well as corporate and ministerial complaints.

Our Advisors are highly experienced in fair and objective customer complaint investigation and resolution and play a valued role as the connection between the customer and the business while the complaint is being resolved. These elements are critical to South East Water’s success and are directly aligned with our five customer outcomes:

• Get the basics right, always.
• Make my experience better.
• Warn me, inform me.
• Fair and affordable for all.
• Support my community, protect our environment.

In order to be considered for this role, candidates will need to possess the following skills, knowledge and experience:

• Extensive experience working in a customer complaint and dispute resolution function - utility sector experience desirable.
• Experience managing Investigation level complaints at the Energy & Water Ombudsman of Victoria (EWOV) or other Ombudsman schemes.
• An empathetic approach and experience in conflict management and resolution
• Working knowledge of the Energy & Water Ombudsman of Victoria (EWOV) or other Ombudsman processes and policies
• Ability to interpret charters, laws and codes with respect to the management of complaints
• Proven, effective communication skills – written and verbal and effective stakeholder engagement and relationship building skills
• Proven problem-solving skills in a regulated environment
• Proven, effective time management skills and 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
• Ability to remain calm under pressure with demonstrated experience effectively handling conflict or challenging customers
• Accredited resolution and complaints management training would be an advantage

• A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options. 
• 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 16 June 2024. 

This role is remunerated at a Level 4, which is between $98,605 and $103,795 + super.  Offers are made commensurate with skills and experience.

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