Customer Communications Support Officer
- Full Time, Fixed Term Contract Until 30th Nov 2022
- Parramatta location – near train station
- Hybrid working available in line with our Flexible Working - Our Way approach
- EA8
Please ensure you have gained your line manager’s approval before applying for this position
At Sydney Water, we’re passionate about making a difference to the lives of our customers and communities
About us
We have a proud heritage and a progressive future, providing world class drinking water and managing beautiful waterways from the mountains to the sea. We see the world is changing so we are changing too. Our people and their jobs are as diverse as the communities we serve.
About the role
The Customer Communications Support Officer plays a flexible role in enabling the Customer Program Delivery team to carry out its responsibilities associated with day-to-day management of the Sydney Water website using Adobe Experience Manager (AEM) and associated tools within the Adobe product suite.
This is a temporary role through to November 2022 to provide maternity leave coverage of basic communications support requirements arising from the Digital Customer Platform (DCP) program and its associated changes to customer communications processes.
Your primary responsibility will be to support and assist with a variety of website content management and related tasks. You will work closely with website and customer communications specialists to ensure that content standards for all elements of DCP are met and maintained during a period of significant change.
Key role responsibilities include
- Maintain search tags on relevant web pages, images and documents to optimise website search effectiveness.
- Assist with maintaining regulatory and campaign content to the approved website Information Architecture.
- Maintain published documents, such as policies and guidelines, to the current template versions.
- Liaise with document owners to ensure that expired documents are reviewed, updated as required, and re-published.
- Accept new or updated documents from contributors for website publication, check for template and style guide compliance, confirm document naming and metadata are consistent with the requirements of our corporate document management system (SWIM) and upload the documents to the website.
- Perform small copy edits/additions to web pages.
- Assist with the administrative aspects of using the Adobe Campaign product within Customer Services.
About you
- Relevant tertiary qualifications in business, communications or related field and/or experience in relevant Customer Services operations.
- Demonstrated knowledge and understanding of customer systems and processes within Sydney Water.
Skills:
Skills - Required
- Strong skills in the MS Office 365 product suite –Word, Excel, and Powerpoint.
- Good understanding of Sydney Water operations scope, and ability to apply specific knowledge from your existing business area to the broader context of customer communications.
- Demonstrated ability to positively influence and work collaboratively across business areas.
- Demonstrated ability to establish and maintain effective working relationships with internal stakeholders.
- Demonstrated ability to investigate, analyse and provide practical solutions to business issues.
- Excellent communication skills including plain English writing skills and attention to detail.
- Ability to work with limited supervision on assigned tasks within agreed parameters, while escalating relevant issues in a timely manner.
- Proactive, hands on, can-do attitude.
- High integrity, self-motivated with results and outcome focus.
- Attention to detail, and ability to maintain focus when performing tasks that are fundamentally similar but differ in crucial detail.
- Understanding of the principles of website content management, the role of the Sydney Water website as a customer communications tool, and the importance of content detail in delivering the expected customer experience.
Skills - Desirable
- Experience with website content management systems – particularly the Adobe product suite.
- PowerBI – experience as a user would be valuable.
- HTML expertise – highly regarded but not required.
- Customer interaction experience.
Closing date: Sunday 6th February 2022
Please see the position description for the role’s full accountabilities.
As part of your application you will be required to upload a cover letter addressing the About You section of this role. Please ensure that your cover letter is no longer than 2 single pages in length.
You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. For more information, you can contact recruitment@sydneywater.com.au
Sydney Water welcomes you to apply if you feel you meet the selection criteria. The successful completion of a Criminal History Check and Medical Assessment form part of the application process.
Please advise if you require any adjustments to actively participate in the application and recruitment process.
We want your perspective and ideas to help us find better ways to delight our customers, so we encourage you to apply no matter your age, sex or culture. You can be part of a committed, highly skilled team who’ll appreciate what you bring to the table. You’ll set and achieve real goals and make decisions that matter, as together we help shape the lifestyle of greater Sydney.
As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application