There’s No Us Without U. Care with Us, for Today and Tomorrow

There's no life without water, and at Urban Utilities, we live and breathe that knowledge every single day. It's why our people are so passionate about what they do and how they do it. And it's why we need people like YOU. Come shape our future with us and make a real and lasting impact across our teams.

Your opportunity:

We have a brilliant 12-month contract opportunity available in our Contact Centre Team.

The Customer Support Officer works closely with both internal and external customers to investigate and provide outcomes for customer requests, that cannot be resolved at first contact by the Contact Centre.

Reporting to the Contact Centre Team Leader your primary role purpose will be to:

• Investigate & provide customer outcomes to requests and issues that have moderate complexity.
• Engage and collaborate with internal and external stakeholders to ensure a fair and reasonable outcome is being delivered applicable to each unique customer situation.
• Deliver exceptional customer service through to case closure, ensuring that the customer is provided with regular updates and a strong emphasis is placed on making sure the customer feels heard, valued and confident with the service they will receive.
• Understand and apply relevant Urban Utilities policies and decision-making frameworks to ensure appropriate, fair and consistent customer outcomes.
• Provide guidance and act as a point of reference to internal and external departments with resolution.

About you:

Critical to the success of this role, you will be curious and relentless in the pursuit of customer outcomes, demonstrating the ability to provide high quality and accurate customer service. We are also looking for;

• Sound experience and understanding of straightforward procedures or systems
• Experience in negotiating outcomes directly with customers with well-developed problem solving, investigative and analytical skills
• Experience in case management and resolution of enquiries and escalations
• Demonstrated stakeholder engagement with strong interpersonal and written communication skills.
• Demonstrated ability to think critically about existing procedures and policies to reach balanced decisions.
• Familiarity with Urban Utilities systems and processes will be beneficial as well as having confidence and resilience to manage escalated enquiries and complaints.

At UU, we celebrate diversity. We genuinely believe that bringing together diversity of thoughts, perspectives and expressions is key and crucial to our success as a business. You might find you meet some, but not all, of the job requirements for this role. We’d still encourage you to apply as we we’re looking for the right human being for this role - it’s about so much more than ticking all the boxes!

Why Urban Utilities?

At Urban Utilities, the work we do is about so much more than the bottom line. We're a leading provider of world-class drinking water and wastewater services to the vibrant communities of Brisbane, Ipswich, Lockyer Valley, Somerset, and Scenic Rim. As we continue to grow, we're committed to planning ahead and shaping a sustainable future around water for generations to come.

At the core of our work lies genuine care: for our team, our customers, communities, and the environment. From the flush of a toilet to major infrastructure projects and residential developments, we're dedicated to being there every step of the way.

Our HQ is in Fortitude Valley, Brisbane, but you'll find us all over SEQ - working in cool places like the SAS Laboratory in Darra, field-based depots in Eagle Farm, Acacia Ridge, Bundamba, and wastewater treatment plants dotted across the region.

We know the chance to thrive, and progress comes hand in hand with the support to balance work with life. So, you’ll access an increasingly diverse range of benefits and initiatives that’ll help you bring the best you. Speaking of which, here’s just a sample of the benefits we offer our team:

• Generous Salary Packaging options, including novated leases
• Corporate discounts across Health insurance, technology and more
• 18 weeks of paid parental leave, 15 days personal leave including two proactive wellbeing days, and an additional day of leave each year to connect with friends and family
• Flexibility at UU depends on the type of work you do but could include options such as, 9-day fortnights and flexible days. Talk to us about what flexibility means to you!
• Urban Utilities is an endorsed employer for all women. See our range of benefits and policies directly at WORK180

Visit our website to learn more about us at www.urbanutilities.com.au

How to apply

Click on the ‘Apply” to complete your application.

Please note: applicants will be required to undergo a Pre-employment medical, which may include Drug and Alcohol testing, as well as other background checks as part of the recruitment process for this role.

For further information please contact our Talent team at careers@urbanutilities.com.au