Customer Support Officer (12-month Fixed Term/Potential Flexible Job Share)

EGW- Renowned for its proactive supportive community & exceptional lifestyle. We take pride & ownership to deliver essential services to our community.

·       Make a positive impact in the community with East Gippsland Water.

·       Join a supportive team dedicated to exceptional customer service.

·       Enjoy competitive benefits and opportunities for career growth.

We pride ourselves on the service that we provide to our community and have an exciting opportunity available for a customer service professional to join our team.

About the role

This is a full-time, 12-month fixed-term position; however, East Gippsland Water is open to a job share arrangement for the right candidate to ensure the best fit for the role and team.

In this role you will be able to utilise your strong interpersonal skills to communicate effectively with a wide range of stakeholders, and to respectfully assist and gain cooperation from clients, EGW colleagues and members of the public.

As the first point of call for customer enquiries, are looking for someone who holds a considerable level of skill in working with the public to consistently deliver a high level of service to our customers. Whether full-time or part-time in a job share capacity, you will be part of a supportive and inclusive team committed to excellence.

Key responsibilities:

·       Provide exceptional customer service via phone, email, and in-person interactions.

·       Address customer inquiries, concerns, and complaints in a timely and professional manner.

·       Assist customers with billing inquiries, payments, and account management.

·       Maintain accurate records of customer interactions and transactions.

·       Collaborate with other departments to resolve customer issues and improve service delivery.

·       Educate customers on East Gippsland Water’s services, policies, and procedures.

·       Experience with CRM systems (desirable but not essential).

Benefits of working for East Gippsland Water:

·       A supportive and collaborative work environment.

·       Opportunities for professional development and career opportunities.

·       Corporate Gym Membership- allows staff to access reduced rate membership.

·       EAP program- Services include but not limited employee counselling, professional development, career and financial coaching, eLearning, leadership training and more.

·       Competitive salary and benefits package.

·       Work-life balance- Monday to Friday schedule, allowing your evenings and weekends to personal time and family.

Apply now!
Applications should include a resume and covering letter outlining how you can contribute to the team’s success and outlining your skills and experience against the KEY SELECTION CRITERIA responsibilities of the role.

To find out more about this position, you can obtain a Position Description by visiting our website egwater.vic.gov.au/positions-vacant, or by emailing our People & Culture team at [email protected] or on 03 5150 4444.

Applications close on Sunday 13th July 2025.

East Gippsland Water provides an inclusive work environment, offering ongoing professional development opportunities, a workplace culture that supports work-life balance, and the opportunity to directly contribute to the community and environment in which we live and work.

As part of our commitment to creating a diverse, inclusive and flexible workplace, we strongly encourage applications from experienced women and men, First Nations People, people with differing abilities, LGBTQI+, culturally and ethnically diverse candidates to best represent and engage with our community.

* This role has been classified as per our Enterprise Agreement as a Band 2 position, ($56,902.59 – $72,911.12 per annum)

* Plus 12% employer superannuation contribution. We reserve the right to remunerate successful candidates within the span of this classification dependant on demonstrated skills, experience and qualifications.

*Shortlisted applicants may be required to undertake a pre-employment medical and National Police Check.

KEY SELECTION CRITERIA

1. Demonstrated experience working in an office environment with office technology, and the ability to navigate IT software programs
2. Demonstrated ability to work in and utilise a team-based approach to achieve outcomes.
3. Demonstrated customer service experience in a professional environment, with the skills and ability to be responsive to the need of internal and external customers.
4. Well-developed interpersonal skills combined with good verbal and writing skills ensuring the ability to work effectively with people at all organisational levels, in and outside of East Gippsland Water.
5. Effective time management and problem-solving skills combined with the ability to prioritise to ensure quality outcomes during times of peak activity.
6. A positive attitude towards personal development including being accountable