Customer Care Specialist – Community Support & Solutions

Gippsland Water; Traralgon; On-site; AUD 70,000 - 90,000; Full time

Job summary

Gippsland Water is seeking a Customer Care Specialist to join the Customer Support team in Traralgon. You will coordinate and enhance customer support and affordability programs, and build relationships with community organisations and external stakeholders.

You will provide guidance on customer vulnerability, payment difficulty and complex matters, while supporting sustainable payment arrangements. The role emphasizes continuous improvement and strong customer outcomes within a collaborative,

Qualifications

• Strong experience in supporting customers experiencing payment difficulty, vulnerability or family violence.
• Experience developing or coordinating customer support, affordability or community assistance programs.
• Strong stakeholder engagement and community outreach experience.
• Demonstrated success managing complex customer complaints and escalations.
• Excellent communication, negotiation and conflict resolution skills.
• Experience providing advice, coaching or guidance to others.
• Strong analytical and reporting capabilities.
• The ability to work collaboratively, think strategically and drive continuous improvement.

Responsibilities

• Coordinate and enhance customer support and affordability programs.
• Develop community awareness initiatives that promote available assistance services.
• Build strong relationships with community organisations, support agencies and external stakeholders.
• Provide specialist advice and guidance on customer vulnerability, payment difficulty, family violence and complex customer matters.
• Support customers to access appropriate assistance and sustainable payment arrangements.
• Manage a portfolio of customer accounts.
• Investigate and resolve escalated customer complaints and regulatory matters.
• Coordinate family violence training and awareness activities.
• Monitor, analyse and report on customer support, complaint and debt recovery outcomes to identify opportunities for continuous improvement.

Skills

Customer support experience

Stakeholder engagement

Communication

Conflict resolution

Analytical reporting

Job description

Gippsland Water is seeking a Customer Care Specialist to join the Customer Support team in Traralgon. You will coordinate and enhance customer support and affordability programs, and build relationships with community organisations and external stakeholders.

You will provide guidance on customer vulnerability, payment difficulty and complex matters, while supporting sustainable payment arrangements. The role emphasizes continuous improvement and strong customer outcomes within a collaborative,