Work Coordinator - Business Process Office

• Coordinate activities in Sydney Waters Business Process Office (BPO)
• Based from our Parramatta Head Office with hybrid working available
• EA Level 12 - $132,305.78 + super. 38 hour week with 1 Rostered Day Off (RDO) per 4 weeks

About the role

Working as part of the Business Process Office, the role will provide day to day administration support of the Customer Accounts Teams. It involves fostering a positive and productive work environment while maintaining compliance with all relevant policies and procedures. The role also includes efficiently allocating and scheduling work activities, and providing expert guidance on complex matters and complaints to ensure timely and effective resolutions. You will also be responsible for supporting team strategies and delivering training to new starters, as well as addressing knowledge gaps among existing team members to ensure consistent, high-quality processes.

Key Responsibilities:

• Work Scheduling and Allocation - Efficiently manage work scheduling and allocation by assigning tasks promptly across all channels, using IT systems to direct complex matters to experienced team members for resolution.
• Business Processes and Systems - Maintain accurate and up-to-date procedures, support the implementation of changes to meet performance targets, act as a subject matter expert by contributing to ongoing process reviews and improvements, and provide business insights to drive continuous development and operational efficiency.
• Communication and Training – Use your communication skills to efficiently allocate tasks, manage challenging situations, and collaborate constructively with team members, contractors, and managers on performance matters; act as the first escalation point for all functions, handle complex complaints and EWON cases with sound problem-solving and negotiation, support cross-team casework, communicate effectively with customers and stakeholders across all channels, and audit invoices prior to managerial approval.
• Monitor Performance and Reporting - Effectively manage assigned projects, model Sydney Water’s values, contribute to team improvement initiatives and maintain efficient workload and time management

About you:

Ideally you will have relevant tertiary qualifications in Business or Administration such as a Certificate or Diploma. We would also consider relevant experience in a similar role. In addition you will have:

• High level of business acumen with a strong focus on customer service and relationship management skills
• Communication, negotiation, conflict resolution and stakeholder management skills.
• High level of computer literacy skills and experience with business systems, including the use of MS office suite.
• Ability to plan, organise and prioritise a range of tasks effectively with demonstrated experience managing challenging or sensitive conversations with empathy and clarity.

Does this sound like you? Apply now. Closing date: 24th September 2024

We support you through the application process and can modify as needed – let us know what you need. For more information, you can contact TA Partner marc.evans2@sydneywater.com.au

Please see the position description for the role’s full accountabilities.  

Why join us

At Sydney Water, your work will make a real difference in people’s lives—and your own. With diverse projects and roles, you'll find ample career growth opportunities. At Sydney Water, we actively seek and celebrate diversity, equity, inclusion, and individuality., fostering a safe environment where everyone can thrive and shape impactful community projects. We offer flexible working arrangements and opportunities for career progression among our many benefits.

Dive into Our Great Benefits:

• Competitive Remuneration: We’ll ensure that your skills and contributions are valued and rewarded appropriately.
• Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being.
• Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success.
• 24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal.
• Discounted Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans.
• Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and a childcare allowance.
• Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW.
• Novated Leasing: Get in the driver's seat of your financial future with our novated lease options.

Working at Sydney Water

We welcome and encourage applications from diverse backgrounds, including First Nations people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans.

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.

Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application. Please note as part of the application process, you will be asked to undergo background checks which includes a criminal history check.