Customer Service Officer (Call Centre)

Ready to make a splash in your career? WaterNSW is seeking 2x Customer Service Officers (Call Centre) (Full-Time, Permanent) to join our Customer Services team.

This is an opportunity to work with an essential organisation creating a more sustainable future for the state.

This role offers the flexibility to work around life, your contribution will be valued, and you’ll be supported to build a rewarding career.

Our perks and Benefits:

At WaterNSW, we believe that our employees should be as well taken care of as our rivers, dams, and pipelines, that’s why we offer a load of benefits.

• Flexible working

• Work a 9-day fortnight at Full pay on the Enterprise Agreement

• Up to 16 weeks paid parental leave

• Fertility leave

• Yearly corporate wear allowance

• Professional development and educational assistance

• Remote Area Benefits based on work location

• Attractive remuneration from $84,967 base + super

• And so much more!

What you’ll do:

• Provide efficient and quality service and information to customers and stakeholders to improve the understanding of the regulatory requirements and options for securing and managing water access licences and approvals within the legislative framework and WaterNSW standards

• Evaluate and interpret customer needs and expectations, research information and source advice to accurately respond to customer enquiries and/or complaints consistent with legislation and other regulatory instruments

• Accept, process, and coordinate customer transactions, promptly and in accordance with relevant procedures, to ensure sustained customer satisfaction

• Resolve where practical or escalate problems to the appropriate alternative source in accordance with escalation procedure to enable effective resolution

• Collect and record data into the required business systems within a timely manner to ensure accurate provision of information to customers and generate accurate reporting for information and education purposes

What we are looking for:

• Exceptional telephone manner and communication skills with prior experience working in a busy and complex customer service environment (over phone and email)

• Well-developed analytical and problem-solving skills, with excellent attention to detail

• Demonstrated commitment to quality customer service with the ability to build rapport with a wide range of internal and external stakeholders

• Highly Preferred: Experience working in a call centre environment

• Beneficial: Experience working in government and/or a highly regulated industry and / or awareness of legislative requirements and regulatory frameworks

Who is WaterNSW?