Customer Support Operations Officer

Role overview

As our Customer Support Operations Officer, you will be working in collaboration with our frontline Customer Support Officers and all Coliban Water departments to investigate and resolve complex customer enquiries. In addition, this position will also liaise with customers and service providers to provide oversight and manage Coliban’s house drains program, supply by agreement and plumbing services.

Key Responsibilities:

• Investigate, respond and resolve all types of customer complex enquiries and complaints
• Investigate compensation and damages claims and identify appropriate outcomes. 
• Provide a customer centric experience with a focus on resolution
• Assist and develop customer programs to enhance customer experience
• Provide oversight, guidance and manage house drains program interactions and plumbing services.
• Provide oversight, guidance and manage urban and rural supply by agreements.
• Work with our Customer Care team to provide support and assistance to customers in hardship.
• Provide general support and back up to the broader Customer support team as required
• Undertake ad hoc customer site visits as required to investigate and resolve enquiries and complaints.

To be considered for the role, you’ll have:

• Excellent interpersonal and relationship building skills, including experience in investigating and resolving customer complaints
• Demonstrated industry experience in management, customer service or other relevant field
• Demonstrated ability to manage the investigation of complex customer complaints and to negotiate an appropriate resolution for the business and the customer
• Successful track record in working in a fast-paced environment managing tight deadlines
• Advanced verbal and written communication skills
• Excellent computer and software skills
• Willingness to undertake Australasian Inter-Service Incident Management System (AIIMS) training
• Relevant diploma or qualifications and/or demonstrated significant industry experience in management, customer service or other relevant field
• A current Victorian drivers licence.

Desirable:

• Knowledge of water industry regulatory framework, including compliance requirements
• Accreditation for issuing Penalty Infringement Notices (or a willingness to obtain)
• Technical knowledge of plumbing.

Relevant Qualifications:

• Relevant diploma or qualifications and/or
• Demonstrated industry experience in management, customer service or other relevant field.

Sound like you? We’d love to hear from you.

Learn more in the position description.

The salary and conditions for this position will be as per the Coliban Water Enterprise Agreement 2021 Band 3, $72,745 - $85,732 salary range will be offered to the successful candidate commensurate with their skills and experience.

Enquiries

For further information please contact Amy Rouse, Customer Care Coordinator at: *********@coliban.com.au or Lela Bell, Talent Aquisition Support at: *********@coliban.com.au

To apply, please submit your resume and cover letter by 12 February 2024.

Why join us?

At Coliban Water our people are on a mission to create a better life for our customers and communities – now and tomorrow.

We love what we do and our location in the centre of a region that takes in 49 towns from Trentham to Echuca.

Our commitment to inclusion means you’ll feel at home here no matter who you are, who you love, or what you stand for. As part of the team you receive a monthly accrued day off, time off over Christmas, the flexibility to shape your work to suit your lifestyle, and generous parental, carer and workplace study leave policies.

At Coliban Water we balance a small team rhythm with the reach and resources of one of the largest Victorian regional urban water corporations.

What are you waiting for? We’d love you to join us.

Applicants will need to successfully complete all core training requirements in the expected timeframes and may be required to undertake a Police Check, Working with Children Check, Pre-Employment Medicals or Psychometric testing where applicable. Applicants may also be required to produce evidence of their Right to Work in Australia.

We welcome applications from people with disability and aim to provide an inclusive and accessible workplace. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please contact Lela Bell, Talent Aquisition Support at: *********@coliban.com.au.

Please note that applicants may be contacted prior to the closing date of this advertisement. We encourage you to apply early as the selection process may commence before the closing date.