Customer Care Specialist - Customer Support

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

Customer Care Specialist - Customer Support

We exist to deliver essential water, wastewater, and waste recovery services that support the health, safety, and wellbeing of the Gippsland community. As a key employer in our region, we play a vital role in shaping a sustainable future while driving positive outcomes for our environment, economy, and people.

We 're committed to creating a workplace where everyone can thrive by offering:

Diverse career opportunities and ongoing professional development.

A supportive and inclusive culture where our people feel safe to bring their full and authentic self to work.

Competitive employee benefits that make your professional and personal experiences rewarding.

Our focus in on building a highly skilled, customer-focused team, united by a shared purpose, to make a real difference in the community we serve.

Contribute to a team that's committed to innovation, prioritising our customers and creating a better future for our region.

The role

Reporting to the Customer Care Team Leader, you'll play a key role in delivering customer support services that make a meaningful difference to customers. You will coordinate and enhance customer support and affordability programs, develop community awareness initiatives that promote available assistance services, and build strong relationships with community organisations, support agencies and external stakeholders. You will provide specialist advice and guidance on customer vulnerability, payment difficulty, family violence and complex customer matters, while supporting customers to access appropriate assistance and sustainable payment arrangements.

The role also involves managing a portfolio of customer accounts, investigating and resolving escalated customer complaints and regulatory matters, coordinating family violence training and awareness activities, and monitoring, analysing and reporting on customer support, complaint and debt recovery outcomes to identify opportunities for continuous improvement and improved customer outcomes.

What you’ll bring

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.

Shortlisted applicants may be required to undertake a National Police Check.