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About the Company 

At SA Water, our work sustains life. Every day, we deliver safe, reliable water and wastewater services to more than 1.8 million South Australians, supporting healthy communities across our state.

Behind this essential service are people who care. From engineering and science to construction, digital, operations and customer experience, every role plays a part. We bring our authentic selves to work, driven by purpose, supporting one another to deliver work that truly matters.

About the job  

The Customer Care Centre Officer – Faults is a key frontline role delivering exceptional service to SA Water customers and the wider community. Working in a fast-paced 24/7 environment, you’ll respond to fault-related enquiries with empathy, precision, and urgency resolving issues at first contact and ensuring accurate work order management. You’ll guide customers through solutions, promote digital self-service options, and collaborate with your team to maintain high performance, safety, and customer satisfaction across all service channels.

This opportunity is available for candidates seeing full-time hours, for a maximum term of 12 months. 

About the Person

Our ideal candidate is a confident communicator with a strong customer service mindset and a genuine desire to help others. They thrive in a fast-paced, team-oriented environment, demonstrating empathy, accuracy, and resilience in every customer interaction. With solid data entry skills and a proactive approach to learning, they stay up to date with processes and contribute positively to team performance.

About Customer, Community and Engagement

Customer, Community and Engagement connects us with the people we serve, from everyday customer interactions to long‑term community relationships. The team includes customer service call centre professionals who provide frontline support, as well as specialists who engage communities and stakeholders, and partner with businesses to help shape how we plan, deliver, and communicate about our services.

Working here means meaningful engagement, supporting customers when they need it most, managing impacts and enquiries, communicating change, and helping communities understand and benefit from the essential water and wastewater services they rely on every day.

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 high-quality, tailored support across faults, accounts, and general enquiries.
• Accurately diagnose and record work orders to improve field efficiency.
• Promote SA Water initiatives and support digital self-service adoption.
• Manage escalations and maintain productivity across multiple tasks.
• Build strong relationships with customers and team members.
• Contribute to safety, performance metrics, and continuous improvement.

What to look forward to as a Customer Care Centre Officer – Faults

• Be part of a connected and supportive team, where you’ll collaborate with experienced colleagues who share your commitment to delivering great outcomes. 
• Top drop' reward and recognition program.
• Staff who go above and beyond their KPI goals are eligible for further recognition and rewards. 
• Ongoing training and development.
• Ability to work from home, once you’re up and running and settled into the role.
• Monthly birthday and service celebrations.
• Be a part of the Culture Club.
• Staff are eligible for overtime.
• A modern Adelaide CBD office, featuring a central atrium and public plaza.

Your success in this role will come from: 

• High attention to detail and accurate data entry.
• Strong customer service focus with excellent communication skills.
• Ability to thrive in a “one team” environment.
• Proficiency in MS Office and mainframe systems.
• Ability to work rostered shift work (continuous) 24/7 with an on-call provision as required.
• Knowledge of water and wastewater operations (desirable).

Further information can be found in the attached PD – Customer Care Centre Officer - Faults

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

Applications close 4pm, Monday 31 August 2026.

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.