Customer Care Specialist - Customer Support

Permanent, Full time

Salary $87,250 plus superannuation

Our organisation

We exist to deliver essential water, wastewater, and waste recovery services that support the health, safety, and wellbeing in the Gippsland community. As a key employer in our region, we play a vital role in shaping a sustainable future while driving positive outcomes for our environment, economy, and people.

We 're committed to creating a workplace where everyone can thrive by offering:

• Diverse career opportunities and ongoing professional development

• A supportive and inclusive culture where our people feel safe to bring their full and authentic self to work.

• Competitive employee benefits that make your professional and personal experiences rewarding

Our focus in on building a highly skilled, customer-focused team, united by a shared purpose, to make a real difference in the community we serve.

Contribute to a team that's committed to innovation, prioritising our customers and creating a better future for our region.

The role

Reporting to the Customer Care Team Leader, you'll play a key role in delivering customer support services that make a meaningful difference to customers. You will coordinate and enhance customer support and affordability programs, develop community awareness initiatives that promote available assistance services, and build strong relationships with community organisations, support agencies and external stakeholders. You will provide specialist advice and guidance on customer vulnerability, payment difficulty, family violence and complex customer matters, while supporting customers to access appropriate assistance and sustainable payment arrangements.

The role also involves managing a portfolio of customer accounts, investigating and resolving escalated customer complaints and regulatory matters, coordinating family violence training and awareness activities, and monitoring, analysing and reporting on customer support, complaint and debt recovery outcomes to identify opportunities for continuous improvement and improved customer outcomes.

What you’ll bring

• Strong experience in supporting customers experiencing payment difficulty, vulnerability or family violence.

• Experience developing or coordinating customer support, affordability or community assistance programs.

• Strong stakeholder engagement and community outreach experience.

• Demonstrated success managing complex customer complaints and escalations.

• Excellent communication, negotiation and conflict resolution skills.

• Experience providing advice, coaching or guidance to others.

• Strong analytical and reporting capabilities.

• The ability to work collaboratively, think strategically and drive continuous improvement.

How to apply

For enquiries relating to this position please contact Tracy Stewart on phone 03 5177 4600.

To view the Position Description click here.

We will be viewing applications as they are received.

If you are excited about this opportunity, please upload your current resume and a cover letter that tells us why you are interested in this role, and the key skills, qualities and experience you can bring.

Shortlisted applicants may be required to undertake a National Police Check.