About the Company

SA Water is a successful, modern water utility wholly owned by the Government of South Australia. We employ more than 1,700 people across a broad range of disciplines who operate more than $14 billion worth of infrastructure to deliver essential water and sewerage services to more than 1.8 million South Australians.

We operate in a geographically and climatically diverse service area, with sites and locations from Ceduna through to Port Augusta, the Anangu Pitjantjatjara Yankunytjatjara (APY) Lands, across to the Riverland, down to Mount Gambier, and most places in between.

Our strength and expertise have been shaped by our history. For more than 165 years, South Australians have depended on us to innovate and deliver efficient and sustainable water services. With nationally and internationally recognised industry expertise, we’re focused on understanding and meeting our customers’ expectations.

As well as safely delivering smart and reliable services for our customers of today, we innovate to shape the water solutions of the future that will support thriving economies and healthy communities.

We are driven by our values; we value our people, we do work that matters, we keep it real, we know that our work has impact, and we are future focussed. Staying true to our values ensures that we consistently deliver positive outcomes for all South Australians.

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.

About the job

As a Customer Care Centre Officer, you will represent SA Water, engaging with customers as a first point of contact, through various communication channels. Your responsibilities will include providing accurate and timely information to customers and delivering solutions. You'll collaborate seamlessly with different departments within SA Water, cultivating strong relationships and fostering a culture of responsibility and personal growth.

The role entails handling a diverse array of phone calls and emails ranging from customer inquiries about accounts and billing, subdivisions, and meter allocations to trade waste management, property concerns, refunds and transfers, water quality, mySAWater support, meter readings, high water usage, and leakage tests.

The team are seeking dedicated and customer-centric individuals who thrive in a call centre environment, excel in dynamic situations, and are eager to contribute meaningfully to support our customers and the community.

About you 

The Customer Care Centre Officer will demonstrate excellent verbal and written communication skills, and the ability to deliver high-quality support in a fast-paced environment. Utilising strong customer service skills, you'll focus on problem-solving, implementing resolution and negotiation strategies to achieve optimal outcomes for all. You'll also demonstrate the ability to multitask, prioritise issues, and remain organised while displaying a willingness to work independently and within your team. Driven to make a difference, the Customer Care Centre Officer will provide supportive customer service to all members of the community.

In addition, your responsibilities will include:

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: 

• Provide outstanding customer service across all communication platforms – addressing customer needs and seizing opportunities to inform and promote SA Water initiatives. 
• Meet and exceed established Key Performance Indicators (KPIs) while responding positively to all customer service inquiries, whether through phone, face-to-face, webchat, or written correspondence, following corporate guidelines.
• Innovate by understanding the role of a CCC Officer and exploring alternative approaches to enhance efficiency and customer service.
• Foster a culture of accountability by actively participating in professional development activities.

 Your success in this role will come from:

• Essential: Strong focus on customer service, supported by effective verbal and written communication skills. 
• Essential: Proficiency in team dynamics, contributing positively to team cohesion. 
• Essential: Ability to deliver high-quality output in a fast-paced environment, coupled with precise data entry skills.
• Desirable: Ability to analyse and prioritise challenges, offering innovative solutions. 
• Desirable: Proficiency in various computer applications and databases. 
• Desirable: Strong negotiation, comprehension, and retention abilities. 

Benefits 

• Flexible work arrangements (3 days in the office, 2 WFH). 
• Opportunities for both ongoing and fixed-term positions.
• Standard Monday – Friday schedule.
• Comprehensive 3-week onboarding program, ongoing guidance, and real prospects for long-term career advancement. 

Further information about the role can be found in the attached PD: Customer Care Centre Officer

To apply, click 'Apply'. Please submit and complete the application form, upload a cover letter and current resume. For enquiries, please contact Steph Haines or Tracy Rayan from the Talent Acquisition team at steph.haines@sawater.com.au. or tracy.rayan@sawater.com.au 

Applications close 11:55pm, 3 June 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.