Contact Centre Representative

Contact Centre Representative

• Two Full-Time Contact Centre Representative opportunities available
• Create connections with customers and community at the heart of all we do
• Belong, learn and grow with a team that has your back

An exciting opportunity exists for two full-time Contact Centre Representatives to join our Contact Centre team.

Our Company

At Hunter Water our Values define who we are as an organisation and how we behave. We strive to live these Values and it is shown in the work we do and the way in which we interact with each other. Please click here to learn more about Hunter Water’s Values.

We fundamentally believe in and commit to diversity and inclusion. We value an individual's unique capabilities, backgrounds, experiences and characteristics. We rely on these diverse perspectives to drive innovation and collaboration, to deliver the best outcome for our customers and communities.

It is this diversity of perspectives that will enable Hunter Water to meet the challenges of the future. We strive to create an inclusive environment where there is genuine equality of opportunity regardless of people's gender, age, cultural background, religion, sexual orientation, gender identity, disability and/or family status. We encourage you to apply and welcome all applications.

We have embarked on a new strategic direction to build a more innovative, collaborative and resilient organisation that is a thought leader in developing a sustainable water and wastewater future. Please click here to learn more about Hunter Water's Corporate Strategy.

At Hunter Water we offer a range of employee benefits. For this position, these will include, but are not limited to:

Excellent flexible working and additional leave benefits including:

• Additional Public Holidays & RDOs
• 5 days additional paid Carers Leave per annum
• Paid Community Service Leave
• 14 weeks paid Parental Leave for both parents
• Access to hybrid work and other flexible options

Health & Wellbeing benefits including:

• Fitness passport
• Access to discounted health fund and health services
• Access to the Employee Assistance program

Remuneration & Hours:

• 35 hour working week
• Reward and Recognition Program
• Salary offered will be based on the skills and experience of the successful candidate

The Opportunity

As a Contact Centre Representative at Hunter Water, you are people-orientated, adaptable and solutions-focused, with outstanding problem-solving skills. As an experienced member of the Contact Centre team, you apply your knowledge, empathy and professionalism to assess and fulfil customer needs as the first line of support across a broad range of customer enquiries.

What you'll do:

• Provide consistently high-quality customer service by interpreting and resolving first-contact enquiries across voice, digital, email and face-to-face channels within the Customer Service Centre.
• Handle more complex and technical customer enquiries, applying sound judgement and problem-solving skills to achieve effective outcomes.
• Provide day-to-day knowledge support, guidance and coaching to team members, assisting with enquiry resolution, process understanding and capability development.
• Act as a subject matter resource for the team, sharing expertise, supporting knowledge transfer and contributing to a culture of continuous learning.
• Actively seek and embrace feedback to identify areas for growth and improve overall performance.
• Contribute positively to team capability by providing guidance, sharing knowledge and assisting colleagues tobuild their understanding, confidence and technical skills.
• Identify and escalate complex enquiries and transactions to ensure timely and effective resolution, providing regular updates to customers as required.
• Support quality, consistency and customer experience outcomes through coaching, mentoring and knowledge-sharing activities.
• Take an active interest in Contact Centre and individual performance to achieve customer satisfaction and performance targets.
• Participate in regular quality assessments and operational and performance discussions.
• Actively engage in and support continuous improvement initiatives within the Contact Centre.
• Effectively use a range of systems, technology and telephony solutions to undertake work tasks, triageenquiries, refer work and escalate issues where required.
• Demonstrate a daily commitment to customer service, business improvement, Hunter Water Values and Customer Commitments.

What you'll need to be successful:

Essential Criteria:

• Minimum one year experience in a customer-centric service organisation such as a contact centre, service centre, shared service, corporate or managed service environment
• Demonstrated proficiency in managing customer interactions through digital channels, including live chat.
• Ability to effectively communicate and resolve inquiries in a fast-paced digital environment
• Experience with complex customer interactions, and confidence in dealing with difficult customer situations
• Determination to succeed and improve personal skills and knowledge
• Collaborative, a team player with an ability to connect with all people authentically
• Empathetic and able to listen clearly and attentively to customer needs
• Ability to analyse problems and identify innovative and personalised solutions to add value and create positive experiences for customers
• Demonstrated ability to take ownership and be personally accountable when interacting with a customer
• Capacity to work independently and proactively
• Ability to work under pressure within a team and as an individual
• Strong focus on quality and attention to detail
• Proficient with Microsoft Office
• Exceptional verbal and written communication skills

Desirable Criteria:

• Knowledge of Contact Centre KPIs and metrics
• Demonstrate a desire to learn, develop and progress within the role while actively supporting the development of others.

Application Steps:

To be considered for this position applicants must submit a cover letter addressing the Selection Criteria above and provide a current resume.

Please click to view the Position Description

Application closing date: Tuesday 27 October 2026

We are proud to be an Inclusive Employer committed to Inclusion, Diversity & Equity. People with disability, women and Aboriginal and Torres Strait Islander candidates are encouraged to apply. Applicants can request a reasonable adjustment at any stage during the recruitment process by getting in contact with the recruiter.

Employment with Hunter Water Corporation may be subject to pre-employment checks including but not limited to criminal background checks, functional assessment, drug and alcohol testing and psychometric assessment for preferred external applicants.