Customer Experience RepresentativeHybrid

• 19 January 2026 intake Commencement date 
• Salary and hours: EA3E $81,494.94 + Super + Leave Loading, 38-hour week 
• Enjoy an accrued rostered day off (RDO) each month 
• Parramatta Square location conveniently located next to trains and bus services 
• 12-month fixed term opportunity with a view to permanency 

At Sydney Water, our Contact Centre is the front door to our customers and community. Every day, we connect with people over the phone, helping them find answers, resolve issues, and feel heard. Our Customer Experience Representatives are at the heart of this, it’s your role to listen closely, understand what matters, and find solutions that build trust and create a positive experience. 

A day in the life 

Picture starting your day knowing you’ll make a difference in someone’s experience with Sydney Water. You might: 

• Answer inbound calls where you’ll help with everything from billing queries to reporting a fault. 
• Use active listening to understand the customer’s situation and work with them to agree on the best solution. 
• Apply your problem-solving skills to deliver first contact resolution wherever possible. 
• Capture important details accurately and keep our systems up to date. 
• Collaborate with your teammates, share knowledge, and contribute to a supportive team environment. 

This is a role where your ability to stay calm under pressure, think quickly, and connect with people in a professional yet empathetic way really shines. Every call is your chance to build trust and create a positive customer experience. 

What we’re looking for 

We’re keen to hear from people who have worked in complex, high-volume contact centre environments such as water services, insurance, claims, energy, telecommunications, utilities, FMCG, and/or Hospitality. You’ll thrive in this role if you can bring: 

• A warm, respectful communication style with excellent listening skills. 
• Strength in questioning and problem-solving to get to the right outcome.  
• Ability to guide conversations and ask the right questions to get to the best solution. 
• Emotional intelligence and empathy, especially in challenging conversations. 
• Confidence using technology and learning new systems on the go. 
• Strong verbal communication skills, with great attention to detail. 
• A collaborative mindset, contributing positively to team culture and workplace outcomes. 

Experience in customer service environments known for service excellence is highly valued, especially where you’ve needed to balance complex issues with professionalism and care. 

Training and support 

We’ll set you up for success from day one. You’ll start with structured classroom training, followed by shadowing experienced colleagues to learn the role in action. As you grow in confidence, you’ll continue to be supported by our leaders, trainers, and peers, with ongoing development opportunities to help you succeed. 

This role is designed to support your career growth, offering clear pathways for you to progress into senior customer service, team leadership, or specialist roles across the organisation as you develop.  

How we work

• Rotating shifts across Monday to Friday (no weekends): 
• 8.00am – 4.30pm 
• 8.30am – 5.00pm 
• 9.00am – 5.30pm 
• Hybrid working available after probation and meeting performance outcomes. Please note that the first three months of employment are office-based full-time. Hybrid work arrangements will be available thereafter. 
• Enjoy an accrued rostered day off (RDO) each month   

We recognise the importance of planning ahead, which is why we are providing advance notice for our upcoming intake. Commencing on 19 January 2026, this start date offers an excellent opportunity to begin the new year by embarking on the next step in your career.  

This recruitment will be used to create a pool of qualified applicants for current and future opportunities within Sydney Water. 

Please note as part of the application process, you will be asked to undergo background checks which includes employment reference checks, a criminal history check and a medical assessment either online or in person.  

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. 

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. 

Closing Date: Sunday 16 November 2025, 12:00AM midnight AEST 

Please advise if you require any adjustments to actively participate in the application and recruitment process.  

For any further information please contact Julie.Zhao@sydneywater.com.au  

What to expect next:

Video interview: If you are shortlisted after applying, you’ll be invited to complete a short video interview. You will simply record your answers to a few straightforward questions to help us get a sense of your communication style and what excites you about Sydney Water.  

Working at Sydney Water  

At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too.   

Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world. 

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.  

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.  

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