Customer Support And Dispatch Officer

Customer Support and Dispatch Officer x 2 roles

• Mitchell, Canberra ACT
• 1 x Ongoing Full time
• 1 x 12 months fixed term
• $97,228 plus 18.5% annualised component plus 15% superannuation

The Opportunity:

Icon Water has an exciting opportunity for 2 x individuals with exceptional interpersonal and customer service skills to join our call centre team within Customer Engagement Group. Our team provides polite, professional and timely service to Icon Water customers who contact us via phone, email or online. The contact centre operates 365 days a year on a rotating shift roster.

These roles will manage the technical enquiry, faults & emergency and Dispatch call-queues within our Customer Support Centre.  You’ll spend your time answering technical questions and providing advice, processing applications and troubleshooting faults & emergencies with customers. On the job training will be provided to the successful candidates.

Your day will primarily involve servicing the Icon Water Canberra community by: 

• Manage, triage, respond and register inbound and outbound customer calls, emails and applications in line with customer service KPIs and organisational customer experience expectations 
• Process, build, prioritise, dispatch and monitor work orders within Icon Water systems in accordance with service calls process, and ensure job completion is accurate.
• Provide planning support including arranging outages, clearances, dial before you dig, permits, regulatory notification requirements and communications to enable the safe and proficient execution of emergency response works. 
• Process feedback on jobs completed in the field, including customer call-backs in line with customer service KPIs and organisational customer experience expectations.
• Ensure all records are maintained at a high level of accuracy.
• Participate in the implementation of improved work practices and processes leading to increased workplace efficiencies and productivity gains.
• Escalate emergency situations in accordance with defined processes.
• Provide administrative support to all areas of Icon Water with the preparation of non-standard contracts, plumbing reimbursement applications, undetected leak applications, standpipe account and contract management, customer notification letters, third party damage quotations, front counter Support and any other support for whole of branch activities, as required. 

Our ideal candidate will possess:

• Proven ability to provide effective customer service in the delivery of accurate and timely written and verbal information to internal and external customers.
• Demonstrated ability to use a variety of computerised information technology systems.
• Good understanding of Icon Water’s products, services and operating procedures.
• An understanding of relevant legislative requirements, Icon Water Code of Conduct and the Work Health & Safety system.

Why work with Icon Water?

At Icon Water we offer great employee benefits, flexible working options and career development opportunities. 

We offer attractive remuneration, income protection insurance, purchased leave scheme to take additional annual leave each year, employee awards programs, an equity and diversity network, free gym membership, an employee assistance program, paid parental leave, salary sacrifice options, free flu injections and study assistance.

Apply now:

If this role takes your interest, please log on to our recruitment portal and:

Submit your resume & cover letter via our recruitment portal clearly addressing how you meet the requirements of the role.

For more information about this role contact Ann Avenell on ***********@iconwater.com.au

Closing date – 5 April 2024