Customer Service Officer - Licensing (24 Month Term)

Ready to make a splash in your career? WaterNSW is seeking an experienced Licensing Officer (FULL-TIME, 24 month term) to join our team.
This is an opportunity to work with an essential organisation creating a more sustainable future for the state.
This role offers the flexibility to work around life, your contribution will be valued, and you’ll be supported to build a rewarding career.
Our perks and Benefits:
At WaterNSW, we believe that our employees should be as well taken care of as our rivers, dams, and pipelines, that’s why we offer a load of benefits.
Flexible working
Work a 9-day fortnight at Full pay on the Enterprise agreement
Up to 16 weeks paid parental leave
Fertility leave
Yearly corporate wear allowance
Professional development and educational assistance
Salary at $73,011 base + 11% Super
And so much more!
What you’ll do:

• Utilise policies and procedures to ensure applications are received, receipted and, validated accurately and in line with WaterNSW service standards.
• Manage workflow of applications, allocating applications to the correct area as per A&A procedures.
• Complete administration activities to enable customers to secure and manage their water access licences and approvals in a manner consistent with legislation and WaterNSW standards.
• Prepare regular reporting as required to monitor and provide insights into the processing of applications and Customer Service standards.
• Process applications to ensure compliance with regulatory requirements and WaterNSW standards, and provide reporting and insights to improve customer experience.
• Work collaboratively with the A&A team to support effective change management process and leverage technology to improve performance standards and embed new ways of working in assessments and approvals.
• Resolve customer queries and complaints as the first point of contact for A&A, escalating issues where appropriate and in line with A&A procedures.
• Provide education to the business and customers on licensing operations and regulatory requirements when accessing water.

What we are looking for:

• Certificate III in business or related discipline or equivalent experience
• Current NSW Drivers Licence
• Foundational knowledge of regulatory frameworks and how to apply this in the workplace
• Knowledge of best practice Customer Service principles
• Demonstrated proficiency in the use of corporate systems and databases for the accurate storage and extraction of information and processing of customer requests
• Provision of excellent Customer Service and experience to respond to customer enquiries and resolve customer conflict
• High level skills in quality assurance for data acquisition and data management
• High level interpersonal and communication skills

How we will support you:
At WaterNSW, we embrace the opportunity to integrate work into our life by having full ownership of our work week. We value getting the job done rather than looking at your work hours.
We are proud to be a WORK180 Endorsed Employer and are committed to providing equal opportunities for women. Visit our WORK180 page to access our benefits and career development opportunities
More about our team/ culture:
We communicate openly and honestly while maintaining respect for each other. This means we get things done. We understand that everyone is different, and this is what we value as part of our inclusive culture.
Who is WaterNSW?
When people think of essential human services, water supply is one of the first things that come to mind - and that’s where WaterNSW comes in. We are NSW’s primary bulk water supplier, river operator and comprehensive provider for licensing, water trades and water information.
For more information, please reach out to: Talent Acquisition Partner Azmine Amer at azmine.amer@waternsw.com.au
Please note applications for this position will close on 10 January 2024
- Please note this can only be accessed on the WaterNSW Careers Page.
You must have full work rights in Australia to qualify for all positions at WaterNSW.
We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.
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