The Customer Care Consultant plays a pivotal role in supporting and promoting outstanding customer service to all internal and external customers and stakeholders.
This role requires a high level of empathy and confidentiality as you will be supporting vulnerable customers in accessing external support services, grants and payment options.
The ideal candidate for this role will be an enthusiastic, adaptable, and personable individual with a passion for customer service and delivering a high-quality experience to all customers and stakeholders.
This role is a full-time, ongoing opportunity, including a monthly RDO and flexible work options.
A snapshot of your day
- Provide a high degree of professionalism and empathetic customer service.
- Respond to customer enquiries over the phone, email and face to face.
- Support vulnerable customers to access a range of grants and payment options.
- Ensure the timely data entry of statistics.
- Prepare and issue debt recovery correspondence in accordance with the Minimum Reasonable Endeavours (ESC guidelines).
- Work with debt recovery agencies and work through debt and/or hardship priorities as requested.
- Identify systems improvement opportunities to optimise customer outcomes.
For further detail on the role, please refer to the position description below.
Key Selection Criteria
To be in consideration for this position please address in your application how you meet the following key selection criteria:
- Excellent communication skills both on the telephone, face-to-face and written.
- Well-established time management skills with the ability to set priorities, plan and organise work efficiently to achieve specific deadlines.
- Experience working with vulnerable customers with an understanding of financial impacts customers may experience and the ability to assist in accordance with policies and guidelines.
- Experience with the Microsoft suite of programs and a customer relationship management system and/or billing software.
- Relevant qualification with experience working in a customer service focused organisation in a customer service team.
We’re committed to creating a comfortable and inclusive environment for all candidates. If you require specific supports or modifications during the recruitment process, please contact hr@newater.com.au in advance so we can make any necessary adjustments.
Position descriptionApply here
Applications, including statements against the key selection criteria, must be submitted via the above online application form before the closing date/time. Applications via email will not be accepted.
Recruitment Privacy Statement
North East Water is committed to protecting personal information provided by you in accordance with the principles of the Privacy and Data Protection Act 2014. The information you provide will be used to assess your suitability for the advertised position which you are applying for. If all the requested information is not received, North East Water may be unable to consider your employment application. You may access the information you have provided to North East Water or our Privacy Statement by contacting our People and Culture team on 1300 361 622 or hr@newater.com.au.