Customer Service Centre Operator
AU
About the Company
Goulburn Valley Water (GVW) provides quality water and wastewater services to 54 towns in North Central Victoria. Our purpose is to support healthy and prosperous communities.
As part of a dedicated team at the core of our operations, this critical role provides essential customer service, including technical advice to customers and employees, and system monitoring of water and sewerage infrastructure across the region.
You will work within a small, supportive team in a rotating 24/7 call centre environment. This includes 12-hour shifts as a sole operator with the ability to work weekends and public holidays on a rotating basis, ensuring customers receive timely assistance and critical assets are monitored for optimal performance.
This role involves a high level of customer and stakeholder interaction, requiring excellent communication skills and a strong commitment to delivering courteous, professional service aligned with our Customer Experience Framework.
This office-based role is well suited to someone who enjoys technology, analytical monitoring, and working in a fast-paced environment while assisting a diverse customer base.
About your new role...
You will be part of a small team who work as sole operators in a rotating 24/7 roster and are the first point of contact for our faults and emergencies. The focus of the role is on resolving enquiries for both internal and external customers with a fault in either water or wastewater service to their home/business.
Your problem-solving skills are activated upon taking these calls where you will need to dispatch the appropriate resources to address service requests.
Once trained, you will work as a sole operator, responsible for monitoring the Corporations critical assets (water treatment plants and sewerage pump stations), ensuring all sites are operating at the required capacity to deliver efficient water & wastewater services.
Malfunctioning assets must be alerted to duty operators to attend site as a priority. You are required to brief the incoming officer at shift change over (6 am/6pm).
About you...
We're looking for someone with:
- Minimum Year 11 education
- Experience in a call centre environment (water and/or wastewater operations and/or maintenance is desirable)
- Knowledge of telemetry systems (SCADA) is highly desirable
- Strong customer service skills with a demonstrated ability to resolve enquiries effectively
- Be available for reasonable overtime and additional shifts if required.
- Logical thinking skills and the ability to respond appropriately to emergency situations
- Confidence using computer-based technology and monitoring systems
- Ability to carry out necessary basic mathematical calculations and interpret results
- Excellent communication and interpersonal skills.
- Strong organisational, self-management and problem-solving skills
Please note all applicants must be an Australian Citizen, permanent resident or a hold a valid visa permitting you to work in Australia and hold a current driver's licence.
Where you'll be working...
Don't take our word for the amazing liveability/lifestyle benefits of the regions we service, check out these sites to learn about where you could work and play; Greater Shepparton region, Go Seymour, Go Nagambie, Strathbogie and Destination Cobram.
What you'll get...
You will have the opportunity to join a diverse and inclusive organisation with strong ties to our regional community.
- Classification GVW2: $82,157 - $94,912 + super (starting point is dependent upon relevant, qualifications, skills and experience) rate is annualised inclusive of penalties. For further understanding of salary including shift loadings for this position please discuss with position contact listed below
- Shepparton based - regional lifestyle benefits
- Play a key public interaction role, supporting our customers
- Work/life balance – (5-person roster/10-week rotation/14 days,14 nights, 12-hour shifts)
- An organisation committed to OHS and safe working practices and the wellbeing of its staff including flu vaccinations, skin checks and Employee Assistance Program (EAP)
- Supportive team culture
- Encouragement and support to pursue professional growth and development opportunities.
- Annual performance reviews that encourage recognise and reward performance.
- Flexible, diverse, and inclusive workplace
For further information please contact Laurienne Winbanks – Manager – Retail Customers & Billing on 0455 744 890
Applications close
**Applications will be reviewed on a rolling basis; therefore, we encourage a timely submission of your application as we may close this position early if a suitable applicant is identified.
Interested?
Please apply via our online portal, clicking the blue "apply" button below
*Please note, when you click the apply button you will be taken to the online application form. Here you will be asked to provide personal and contact details and respond to employment related questions. You will be required to attach your cover letter, resume, and address key selection criteria when prompted
Goulburn Valley Water is an equal opportunity employer valuing all people, diverse backgrounds, experiences, and perspectives
Position Description