Customer Service Centre Operator

Goulburn Valley Water (GVW) provides quality water and wastewater services to 54 towns in North Central Victoria. Our core purpose is to deliver safe, reliable and affordable water services to residential, commercial and industrial customers.
As part of a dynamic team, this critical role will see you working within the Technical Customer Services Team, providing professional advice to customers and employees, including the monitoring of water and sewerage infrastructure.
This position will involve working in our 24/7 call centre (working 12-hour shifts as a sole operator), including the ability to work weekends and public holidays on a rotating basis.
Along with being a team player, this role will involve a high level of customer interaction, and as such, you will have excellent communication and Customer Service skills, with demonstrated experience in the use of computers and the ability to problem solve. 
Relevant experience in a call centre environment and knowledge of telemetry systems (SCADA) is highly desirable

If you enjoy working in a positive culture, monitoring 8 screens, where you will interact with diverse customers and interesting stakeholders, we want you to apply 

About your new role...

You will be part of a small team who work as sole operators in a rotating 24/7 roster and are the first point of contact for our faults and emergencies. The focus of the role is on resolving enquiries for both internal and external customers with a fault in either water or wastewater service to their home/business.  Your problem-solving skills are activated upon taking these calls where you will need to dispatch the appropriate resources to address service requests.

Once trained, you will work as a sole operator, responsible for monitoring the Corporations critical assets (water treatment plants and sewerage pump stations), ensuring all sites are operating at the required capacity to deliver efficient water & wastewater services. Malfunctioning assets must be alerted to duty operators to attend site as a priority. You are required to brief the incoming officer at shift change over (6 am/6pm). 

The role is suited to someone who is attracted to working a 24/7 roster and working alone. The office-based role will appeal to fans of technology – who can manage multiple (8) screens, with an analytical background monitoring our water and wastewater systems using SCADA and enjoy assisting customers with their service requests. 

About you...
To be considered for this role you must have demonstrated some of the following:

• Minimum Year 11 education
• Experience in water and/or wastewater operations and/or maintenance is desirable
• Ability to work shift work in accordance with a roster and work reasonable overtime if required
• Ability to think logically and respond appropriately to emergency situations 
•  Demonstrated commitment, ability and experience in resolving customer enquiries whilst providing a strong customer focus
• Ability to carry out necessary basic mathematical calculations and interpret results
•  Demonstrated ability to work effectively with computer-based technology
• Excellent communication and interpersonal skills
• Strong organisational, self-management and problem-solving skills
• A current drivers licence
• COVID-19 Vaccinated or Exemption
   

Where you’ll be working…

Don’t take our word for the amazing liveability/lifestyle benefits of the regions we service, check out these sites to learn about where you could work and play; Greater Shepparton region, Go Seymour Go Nagambieand Strathbogie Shire Podcasts 

What you'll get....
You will have the opportunity to join a diverse and inclusive organisation with strong ties to our regional community.

• Classification GVW2: $72,850 - $ 84,873 + super (starting point is dependent upon relevant, qualifications, skills and experience) rate is annualised inclusive of penalties. For further understanding of salary including shift loadings for this position please discuss with position contact listed below
• Shepparton based - regional lifestyle benefits
• Play a key public interaction role, supporting our customers
• Work/life balance –(5 person roster/10 week rotation/14 days,14 nights, 12 hour shifts)
• An organisation committed to OHS and safe working practices and the wellbeing of its staff including flu vaccinations, skin checks and Employee Assistance Program (EAP) 
• Supportive team culture
• Encouragement and support to pursue professional growth and development opportunities.
• Annual performance reviews that encourage recognise and reward performance. 
• Flexible, diverse, and inclusive workplace

For further information please contact Laurienne Winbanks – Manager – Retail Customers & Billing on 0455 744 890
Applications close 5pm Friday 3 May 2024
Interested?

Please visit our website to view the position description and to apply via our online portal.

*Please note, when you click the apply button you will be taken to the online application form. Here you will be asked to provide personal and contact details and respond to employment related questions. You will be required to attach your cover letter, resume, and address key selection criteria when prompted
Goulburn Valley Water is an equal opportunity employer valuing all people, diverse backgrounds, experiences, and perspectives