About the Company 

Every day our people provide reliable and trusted water services for more than 1.8 million South Australians. Our work helps ensure this state is a sustainable and healthy place to work and live. 

Our business supports our state’s prosperity and is significant in both size and impact. With a commitment to being climate-ready, we are guided by environmental goals and practices that enable continued service delivery, not just for today’s community, but for future generations.  

For more than 165 years we have been delivering services for South Australians. Ongoing adaptation is necessary, and our people are encouraged to share and develop innovative solutions and fresh ideas. 

In short, we make a positive different to the lives of South Australians and the communities they live in every day. 

About the job  

SA Water’s Customer Assistance and Recovery Team is looking for an enthusiastic team member to support customers through Debt Recovery and the Payment Assistance Program. You will engage in respectful conversations to ensure recovery and assistance processes are handled effectively.

As a Customer Assistance Officer, you will deliver exceptional customer service, implement early intervention strategies for those in hardship, and provide information on concessions. You’ll also make referrals to financial counselling services, work both independently and within a team, manage payment arrangements, and document customer interactions with precision.

About the Person

We are looking for a Customer Assistance Officer who can demonstrate experience in delivering outstanding debt recovery practices. Experience with skip tracing is highly desirable. You will use your excellent communication skills to negotiate and deliver solution-focused outcomes while maintaining empathy throughout the process.

You are an accountable and receptive individual who thrives on assisting the community and is motivated to build and maintain collaborative relationships across the organisation.

About Customer, Community and Engagement

The Customer, Community and Engagement group drives customer outcomes by delivering exceptional experiences and tailored solutions that grow business, revenue, and the state economy, while actively engaging with communities, and collecting valuable feedback.

Your responsibilities for this opportunity 

Fostering trust with our people, customers and community by providing expert advice and service that ensure we effectively communicate and engage audiences with our business strategy and its delivery across South Australia, every day. 

You will: 

• Work to reduce customer debt through early engagement with customers and adherence to the SA Water Recovery Cycle.
• Providing ongoing case management and customer service for customers in financial hardship.
• Achieving and exceeding set KPIs.
• Continuous innovation and improvement.
• Building strong interpersonal relationships and participating in self-development.

Your success in this role will come from: 

• Demonstrated experience in delivering exceptional customer service and debt recovery practices in a customer-centric environment.
• Ability to empathise and negotiate with a wide variety of customers in various situations.
• Effective communication skills, both written and verbal, and the ability to plan and prioritise work to meet deadlines.
• Ability to readily understand, assess, and make decisions on a wide range of customer-related issues - Highly desirable.
• Sound understanding of case management practices and techniques – Desirable.

Further information can be found in the attached PD – Customer Assistance Officer.

To apply, click 'Apply'. Please submit and complete the application form, upload a cover letter and current resume. For enquiries, please contact Tayla from the Talent Acquisition team tayla.pett@sawater.com.au.

Applications close 4pm, Thursday 3rd April 2025. 

A great customer experience is best achieved by having a diverse and inclusive team that reflects the community we serve. Applications are encouraged from everyone, including people living with disability, job seekers of all ages, members of the LGBTIQA+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds. 

Our Industry is like no other. Dive into the wonderful world of water and explore the boundless opportunities. Learn more about the water industry at careersinwater.com.au.

Please note: We request that recruitment agencies do not submit candidates for this position, as they will not be accepted.