Customer Assistance Officer

SA Water; Adelaide; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Recognition program

9-day fortnight

Birthday and service celebrations

Culture Club

Overtime eligibility

Work from home eligibility

Modern Adelaide CBD office

Job summary

SA Water is seeking a Customer Assistance Officer in Adelaide to support debt recovery and the Payment Assistance Program. You will engage with customers to provide information on concessions, refer to financial counselling, and manage payment arrangements in a team environment.

This role focuses on respectful conversations, empathy, and accurate documentation of customer interactions while contributing to community support and financial wellbeing.

Qualifications

• Experience in delivering debt recovery practices in a customer-centric environment.
• Skip tracing experience is highly desirable.
• Excellent communication, negotiation and solution-focused approach.

Responsibilities

• Reduce customer debt through early engagement and the SA Water Recovery Cycle.
• Provide ongoing case management and support for customers in financial hardship.
• Achieve and exceed KPIs and contribute to continuous improvement.
• Build strong relationships and participate in self-development.
• Document customer interactions with precision.

Skills

Debt recovery

Skip tracing

Negotiation

Customer service

Job description

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

SA Water’s Customer Assistance and Recovery Team is looking for an enthusiastic team member to support customers through Debt Recovery and the Payment Assistance Program. You will engage in respectful conversations to ensure recovery and assistance processes are handled effectively.

As a Customer Assistance Officer, you will deliver exceptional customer service, implement early intervention strategies for those in hardship, and provide information on concessions. You’ll also make referrals to financial counselling services, work both independently and within a team, manage payment arrangements, and document customer interactions with precision.

About the Person

We are looking for a Customer Assistance Officer who can demonstrate experience in delivering outstanding debt recovery practices. Experience with skip tracing is highly desirable. You will use your excellent communication skills to negotiate and deliver solution-focused outcomes while maintaining empathy throughout the process.

You are an accountable and receptive individual who thrives on assisting the community and is motivated to build and maintain collaborative relationships across the organisation.

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.

Discover life at SA Water

Choosing your next career move is about more than just a role. It's about finding an organisation where you can thrive, grow and make an impact.

Hear from our people and learn more about the culture, opportunities and impact of working with us by watching our team video:

https://youtu.be/WHJ5vMR9KPk

For more employee stories and insights into life at SA Water, visit our LinkedIn Life Page:

https://www.linkedin.com/company/sa-water/life/

What to look forward to as a Customer Assistance Officer

• 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.
• Staff can access a 9‑day fortnight arrangement once they consistently meet their KPIs and the required criteria are achieved.
• 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.

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:

• Work to reduce customer debt through early engagement with customers and adherence to the SA Water Recovery Cycle.
• Providing ongoing case management and customer service for customers in financial hardship.
• Achieving and exceeding set KPIs.
• Continuous innovation and improvement.
• Building strong interpersonal relationships and participating in self-development.

Your success in this role will come from:

• Demonstrated experience in delivering exceptional customer service and debt recovery practices in a customer‑centric environment.
• Ability to empathise and negotiate with a wide variety of customers in various situations.
• Effective communication skills, both written and verbal, and the ability to plan and prioritise work to meet deadlines.
• Ability to readily understand, assess, and make decisions on a wide range of customer‑related issues - Highly desirable.
• Sound understanding of case management practices and techniques - Desirable.
• Further information can be found in the attached PD - Customer Assistance Officer.

Further information can be found in the attached PD - Customer Assistance Officer.

For enquiries, please contact [e-mail].

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.