Customer Contact Officer - Faults & Emergencies at South East Water

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

22 Feb, 26

Salary

68574.0

Posted On

24 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Problem Solving, Attention to Detail, Adaptability, Computer Proficiency, Microsoft Office Suite, Professionalism, Engagement

Industry

Utilities

Description

Who are we? We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring. The role Be part of a fast-paced, customer-focused team that plays a critical role in maintaining water services and supporting our community. As a Customer Contact Officer – Faults, you’ll diagnose water service issues, coordinate restoration processes, and provide exceptional service to customers and business clients in a dynamic 24/7 environment. What you’ll do: Respond to customer enquiries via phone, email, and web channels. Diagnose faults and take ownership of resolving issues with timely solutions. Log, prioritise, and dispatch jobs to maintenance contractors. Monitor critical alarms to ensure asset performance and safety. Communicate proactively with customers during service interruptions. Support process improvements and maintain accurate customer data. We are hiring multiple positions for a 6-month maximum term contract (with the possibility of extension). The contract period is from 12 January to 30 June 2026. Successful candidates will be required to work on a rotating roster, with shifts scheduled between 6:00 AM and 10:00 PM. Who are you? The ideal candidate will have (the): Proven ability to deliver exceptional customer service in a fast-paced environment. Experience across both voice and digital channels is highly desirable. Exceptional attention to detail, particularly when handling critical matters. Ability to adapt quickly and remain flexible in response to changing priorities. Intermediate computer proficiency, including basic skills in Microsoft Office Suite (Outlook, Word, Excel) and confidence in navigating and using multiple software platforms simultaneously. Consistently demonstrates a high level of professionalism and engagement. What's in it for you? Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years. South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities. As a SEW employee, you can enjoy the following offerings from our benefits package: Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks. Life insurance and salary continuance. Additional leave offerings, such as cultural and ceremonial leave and study leave. Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, an onsite cafe, and free parking. Opportunity to be part of great initiatives involving the local community This role is remunerated at a Level 1.1, which is $68,574 + super (pro-rata).We're for everyone Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. We are deeply committed to Diversity, Inclusion, and Belonging, and we encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, people with disability and jobseekers of all ages and cultures. We aim to provide an inclusive, accessible workplace where everyone is welcome, safe, and celebrated. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please reach out to our Talent team at careers@southeastwater.com.au. Keen to make an impact? Click here to check out the position description. We're accepting applications for this exciting opportunity until Friday 28 November 2025! To be considered for this opportunity, you must hold unrestricted working rights for the period of employment at the time of application. Successful candidates will also be required to undergo a number of pre-employment checks, including a police records check South East Water operates a 24/7 service environment. As part of a team of emergency response personnel, central to this role are responsibilities for 24/7 safe operation to provide support and minimise disruption of services to customers and as well as ensuring that public health and the environment are not put at risk. This includes participation in a rostered after-hours duty team, emergency response, and incident support as required. Visit southeastwater.com.au to learn more about us and how we serve our customers.

Responsibilities

The Customer Contact Officer will diagnose water service issues, coordinate restoration processes, and provide exceptional service to customers and business clients. This role involves responding to customer inquiries and monitoring critical alarms in a dynamic 24/7 environment.