Customer Services Advisor

Customer Services Advisor

• Secondment opportunity until January 2027
• Create connections with customers and community at the heart of all we do

We are seeking a Customer Services Advisor to join the Customer Experience, Strategy & Operations Team on a secondment opportunity through to January 2027.

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 commensurate with the skills and experience of the successful candidate

The Opportunity

As the Customer Services Advisor you will support the Group Manager CX Strategy and Operations develop and deliver a program focused on optimising operations across the CX Operations team.

What you'll do:

QA and uplift of CX Operations

• Design and coordinate quality assurance activities across service delivery of enquiries, complaints, payment assistance and debt collection.
• Monitor and evaluate service delivery quality through a comprehensive quality management process.
• Identify and address coaching opportunities and provide targeted support to enhance overall team performance.
• Support the development of quality standards, reporting and governance processes.
• Work with leaders to implement and monitor improvement actions.

PureCloud optimisation across CX Operations

• Further embed the IVR system across the Care and Support team to utilise all relevant functions and optimise the team’s service delivery.
• Analyse care and support related service data and operational metrics to identify further improvement opportunities.
• Configure PureCloud in accordance with the team’s needs and inline with the current Contact Centre system standards.
• Deliver tailored training for the team, supported by the CX Knowledge and Training Officer.
• Lead the implementation of all changes and support the team through the transition.

CX Operations workforce plan development

• Gather and analyse workforce data, including demand, volumes, workload, productivity and capability requirements.
• Develop the detail for delivering the workforce plan around the identified workforce risks, gaps and opportunities.
• Develop forecasts, scenarios and recommendations to support workforce decision-making.
• Prepare reports, presentations and business cases for leaders.

What you'll need to be successful:

Essential Criteria:

• Highly developed interpersonal skills, strong verbal and listening communication skills, calm, considerate and friendly nature for effective liaison with customers, internal and external stakeholders.
• Well-developed written communication skills.Highly developed customer-focussed outlook and ability to empathise with the customer to deliver a great customer service experience.
• Demonstrated ability to achieve resolution of challenging customer matters.
• A consistent high performer against team key performance areas.
• Manages additional responsibilities effectively and autonomously.
• Experience helping and providing direction to less experienced staff.
• Demonstrated commitment to own self-development and desire to learn and build on existing skill base.
• Demonstrated team player that actively provides input to the team to achieve effective solutions displays positive behaviour and builds strong and collaborative working relationships.
• Previous experience in a fast-paced customer service environment
• Advanced computer skills
• Advanced analytical and numeracy skills

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: Friday 30 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.