Contact Centre Agent

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. A career with Urban Utilities is about enriching the quality of life. Join us and make a real and lasting impact across our teams.

At the heart of everything we do is genuine care: for each other, for our customers and communities, and for the environment. We're there when our customers need us, whether it's a simple shower or flush of a toilet, major infrastructure works or new residential developments.

YOUR OPPORTUNITY

We're currently recruiting for an 8-month maximum-term contract to backfill an internal secondment within our Contact Centre team.

While this opportunity is fixed term, our Contact Centre is often a pathway to broader opportunities across Urban Utilities. We regularly see team members develop new skills, grow their careers and move into other areas of the business.

We're looking for someone who enjoys helping people, solving problems and making a positive difference for customers every day. If you're customer-focused, adaptable and enjoy being part of a supportive team, we'd love to hear from you.

Our Contact Centre operates Monday to Friday, 8.00am to 5.00pm on a rotating roster, which means your evenings and weekends are free.

"Flexible and Fulfilling" may not be the first words that come to mind when you think of a Contact Centre role, but we're doing things a little differently here at Urban Utilities. We recognise the important role our Contact Centre plays in supporting our customers and communities every day. We're focused on finding great people who can represent our values and help deliver on our purpose of enriching quality of life.

WHAT WE HOPE YOU'LL BRING

• Passion for providing outstanding customer service
• A positive and open attitude. You'll be self-motivated, resilient and eager to learn
• Strong communication and relationship-building skills that help customers feel valued and supported
• A solution-focused approach and a willingness to work collaboratively in a fast-paced team environment
• Excellent attention to detail, with the ability to confidently work across multiple systems at once
• A resourceful and adaptable mindset when providing information and support across phone and digital channels
• Professionalism and care in every customer interaction

In our Contact Centre, we're passionate not just about training people to do the role, but about supporting, coaching and developing our team members to be the best versions of themselves.

You'll receive three weeks of structured training, followed by dedicated support as you begin working directly with customers. We want our people to feel confident, capable and set up for success from day one.

If you feel that you meet some, but not all, of the requirements, we still encourage you to apply. We provide on-the-job training and support, and we're often more interested in finding the right person than someone who ticks every box. It's about so much more than experience. We're looking for great humans who care about customers and want to make a difference.

APPLYING

We're keen to connect with great candidates as soon as possible and will be progressing suitable applicants through the recruitment process as applications are received. If this opportunity interests you, we encourage you to apply early rather than waiting for the closing date.

This role is governed by our Administrator and Technical Enterprise Agreement 2022; please visit our careers website for more information.

WHY URBAN UTILITIES?

At Urban Utilities, the work you do is about so much more than the bottom line. It's about enriching quality of life and safeguarding the environmental health of our beautiful region. Most importantly, you'll achieve alongside a team who always goes the extra mile because they genuinely care.

Our work isn't easy, but here you'll find good humans who go the extra mile, not just for our customers but also for each other. Our people show up, support one another and walk beside you when you need it. And it's not just during the big moments. Here, there are moments that matter every day.

We're all in when it comes to diversity, equity, inclusion and belonging, as we strive to reflect the communities we serve. We want our people to feel valued for who they are, celebrated and able to bring their whole self to work.

We know our people don't just have roles with us, they also have important roles within their families, homes and communities. We're proud to offer several benefits to support these aspects of life:

• Hybrid work options (from home and office)
• Flexible working options including full-time, part-time and school-hour arrangements
• Access to our Employee Assistance Program
• Generous leave entitlements including paid parental leave, five extra days of personal leave and volunteer leave
• Training and genuine career progression opportunities
• Discounted health insurance and access to our wellbeing reimbursement initiative
• Urban Utilities is an endorsed employer for all women. See our range of benefits and policies directly at WORK180

There’s no us without you. Come shape the future with us.

We'd love to hear from you. To submit your application, click Apply Now.

As an Equal Opportunity Employer, we encourage applications from Aboriginal and Torres Strait Islander peoples, people of all genders, the LGBTIQ+ community, mature-aged workers, people with disability and people from culturally diverse backgrounds.

For queries about this opportunity, contact the Talent Team at careers@urbanutilities.com.au.

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