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Senior Customer Support & Resolutions Officer

Senior Customer Support & Resolutions Officer

Recruitment information for a Senior Customer Support & Resolutions Officer position at North East Water.

Position Information

Position number R23/24-54
Salary $78,527 to $88,313 (pro rata part-time) plus 11% superannuation, depending on skills and experience
Hours per week 32      
Location Regional Headquarters, Wodonga
Position enquiries Huw Brokensha, Manager Customer Experience on 0448 111 940
Applications close 7 March 2024
Mandatory Requirements
  • Candidates must be an Australian citizen, permanent resident, or a foreign national with authorisation to work in Australia
  • Current Australian Driver's Licence


About the role

Are you a strong communicator and problem solver with a passion for providing outstanding customer support? Come join our amazing team at North East Water!

About the role

This is a permanent part-time opportunity working 32 hours per week.

The Senior Customer Support and Resolution Officer:
•    Promotes outstanding customer service and ethical interactions with all customers and stakeholders. 
•    Resolves customer enquiries and complaints promptly and efficiently with a high degree of professionalism.
•    Works with the relevant team to support customers who have experienced a breach of general service to ensure the complaints handling process is followed through.
•    Provides support and guidance to the broader organisation in following complaints procedures, leading to a suitable resolution for the customer and the organisation. 
•    Proposes recommendations for reimbursements and goodwill payments in line with policy and processes. 


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:

  • Experience with billing software and the Microsoft Suite of programs.
  • Excellent communication skills on the telephone, face to face and in written correspondence.
  • Ability to multi-task and problem-solve in a fast-paced environment.
  • Experience in liaising with key stakeholders to meet organisational objectives and optimise customer outcomes.
  • Understanding of the financial impacts that vulnerable customers may experience. 

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. 

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