- $91,345 base salary + Super + Leave Loading
- 38-hour week, 19-day month
- Located at Parramatta
- Hybrid flexible - in office a minimum of 3 days in office (Tuesday, Wednesday and Friday)
- 6 x Full Time Permanent Roles
Our Customer Care team has some amazing opportunities available for experienced, driven, and passionate customer service professionals to join the team of diverse and dynamic individuals who respond to our most vulnerable customers.
A day in the life of a Customer Care Interaction Agent
You are the voice of Sydney Water. You will receive inbound calls from our customers that are experiencing financial hardship, including those that are in hardship due to issues such as change in life circumstances, severe credit over commitment, change in employment or redundancy, dealing with grief, and other challenging life situations. You will strive to provide first call resolution on each call. You will focus on connecting with customers, active listening, empathy and agreeing on solutions, as well as supporting others within the Customer Interaction Centre. You will play a significant role in building our customers trust in Sydney Water.
Success Factors
- Ability to deal with challenging situations effectively and positively, to be able to bounce back from setbacks and be flexible to adapt to uncertainty and changing demands.
- Someone with strong personal resilience who can empathise with others while remaining unaffected emotionally by their story.
- Someone who has the confidence to make decisions to assist in providing a first call resolution to our customers.
- Someone who can make the interaction with our customers easy. You will be warm and engaging when speaking to our customers. You will always have the customer at the heart with everything you do.
- Someone who understands the benefits of educating customers in policy and processes that impact their journey with Sydney Water.
- Someone who has a genuine passion for helping our most vulnerable customers get back on track.
- You will have experience in a contact centre and a customer service environment with exceptional communication skills, both verbal and written.
- You will have the ability to ask the right questions and find the right solutions to provide first call resolution.
- You will be genuine and see yourself in our customers shoes to assist in providing a holistic solution.
- You will have amazing attention to detail and great note taking skills.
- You will be a team player and be able to develop collaborative relationships across different business in our organisation.
Want to learn more? Would you like to hear some of the calls that the team receives? This can help you make a more informed decision with regards to if the role is right for you. If you are interested, please email cstraining@sydneywater.com.au and we will send you some sample calls for you to listen too before you apply.
Do you think you are up for the challenge? We would love to hear from you! Please submit your resume and your cover letter outlining your experience.
Please note as part of the application process, you will be asked to undergo reference checks.
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: Friday 18th April at 11:59PM
This role is being advertised internally only and external candidates will not be considered.
Please advise if you require any adjustments to actively participate in the application and recruitment process.
For any further information please contact sukriti.sharma@sydneywater.com.au
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 Aboriginal and Torres Strait Islander 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 job profile for the role’s full accountabilities.