Address Northern Territory Government
JOB DESCRIPTION
Job Title Customer Service Representative
Classification Band 1 Administrative Corporate Services Position No. 23051
Job Type Full time Duration Ongoing
Business Unit Customer, Strategy and Regulation Location Darwin, Alice Springs
Reports to Customer Service Co-ordinator Reports to P/No. 5191
Power and Water values diversity in the workplace. Therefore, under an approved Special Measures Plan, Aboriginal and
Special Measures: Torres Strait Islander (Aboriginal) applicants will be given priority selection, provided they meet all essential selection
criteria and are suitable at the level commensurate with the position.
Information for Applications must be limited to a one-page summary sheet and an attached resume/cv. For further information for
Applicants applicants and example applications: click here
Information about If you accept this position, a detailed summary of your merit (including work history, experience, qualifications, skills,
Selected Applicant’s information from referees, etc.) will be provided to other applicants, to ensure transparency and better understanding
Merit of the reasons for decision. For further information: click here
PRIMARY OBJECTIVE
Customer Service Representatives provide exceptional Customer Service to a diverse range of customer groups across the Northern Territory, through
the professional handling of customer contacts utilising Power and Water’s multiple customer contact channels, including call centre operations, live
chat, email and social media.
KEY RESPONSIBILITIES
The “WHAT” to be delivered
Customer Experience:
Maintain and promote a high standard of quality Customer Service through professional and empathetic interactions in a timely manner.
Endeavour to resolve customer queries on the first contact.
Identify and assess customer needs to achieve satisfaction and manage expectations positively.
Provide accurate, valid, and complete information by using the right methods/tools and ensure accurate annotations of interactions.
Use communication skills to avoid, defuse and resolve conflict situations.
Confidently take ownership of difficult contacts with customers in challenging and sensitive circumstances.
Remain calm under pressure.
Maintain and update customer account information, ensuring accuracy through a high level of attention to detail.
Build sustainable relationships and trust with customers through establishing a positive rapport using open and interactive communication.
Participate with the review, development, implementation of Customer Services procedures and directives to ensure the goals and objectives
of the organisation are achieved.
Respond to a large quantity of incoming contacts via phone, email, online chat, in person or via social media within set KPI’s.
COMPETENCY PROFILE
“HOW” to do it ( Manager of Self profile - refer to Power and Water’s Behavioural Competency Guide)
Ensures accountability Holding self and others accountable to meet commitments
Action orientated Taking on new opportunities and tough challenges with a sense of urgency, high energy, and
enthusiasm.
Communicates effectively Developing and delivering multi-mode communications that convey a clear understanding of
the unique needs of diverse audiences.
Customer Focus Building strong customer relationships and delivering customer-centric solutions.
Collaborates Building partnerships and working collaboratively with others to meet shared obligations.
Instils trust and values difference Building partnerships and working collaboratively with others to meet shared objectives while
recognising the value that diverse perspectives and cultures bring to an organisation.
Is resilient Rebounding from setbacks and adversity when facing difficult situations.
Self-development with self-awareness Actively seeking new ways to grow and be challenged using both formal and informal
development channels, using a combination of feedback and reflection to gain productive
insight into personal strengths and weaknesses.
LAST UPDATED: 03/01/2024 EMPLOYEE SIGNATURE: __________________________ DATE: ____________
AT POWER AND WATER:
Job Description Northern Territory Government
MANAGEMENT RESPONSIBILITIES
No. of Direct Reports 0 No. of Indirect Reports 0
Key Interactions: External Customers, External Stakeholders and All Employees.
COMPLIANCE
We expect you to:
Actively align, support and promote Power and Water’s Values and support building a constructive workplace culture that celebrates
achievement through its people.
Carry out duties in accordance with Power and Water’s Safety and Environmental policies and procedures, working towards our goal of Zero
Harm
Ensure all activities undertaken as a Power and Water employee comply with Power and Water’s Code of Conduct , Management Standards and
Procedures, relevant Acts, legal demands and that you manage all of your activities and responsibilities within the Power and Water risk
management framework.
Pass a job-specific pre-employment medical (if applicable)
SELECTION CRITERIA
Qualification and Skills Experience
Essential • High level of professionalism demonstrated excellent • Minimum of 2 years Customer Service experience with
verbal and communication skills, whilst maintaining well-founded telephone communication skills and
customer confidentiality. proven active listening.
Demonstrated positive attitude, resilience and the • Demonstrated ability to work under time pressure
ability to problem-solve autonomously. constraints and meeting KPI compliance requirements
Ability to work with a sense of urgency and a and deadlines.
commitment to quality. • Demonstrated operational experience using a
Ability to navigate multiple platforms simultaneously. computer-based customer information system, and
Demonstrated ability to work in a team environment to word processing and/or spreadsheet packages.
ensure positive outcomes of the organisation are • Demonstrated experience in explaining technical or
achieved. complex information in a manner that is clear and
Strong customer focus and the ability to adapt to easily understood by customers.
interact effectively with people of diverse cultures. • Ability to set priorities, plan and organise own
workload, investigate and solve problems and
complete tasks with minimum supervision and
excellent attention to detail.
Demonstrated ability to maintain and promote a high
standard of quality Customer Service.
Desirable • Certificate in Customer Engagement or equivalent. • Experience working within the utility industry.
FURTHER INFORMATION
1. Contact Andrea Canning on 08 8936 4715 for further information about the position
2. Information about Power and Water Corporation may be viewed at powerwater.com.au
3. The total remuneration package amounts published for this position include base salary, superannuation and annual leave loading and the
value of an extra week’s annual leave.
Apply Online: https://jobs.nt.gov.au/Home/JobDetails?rtfId=287113 Approved January 2024
Vacancy Closes: 28/01/2024 Rachael Garrigan Senior Manager – Customer Experience and
Operations
AT POWER AND WATER:
