Customer Delivery - Senior Advisor

Water Corporation; Perth; Hybrid; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Work from home up to 2 days per week

9-day fortnight

Flexible work hours

Well-being days

Job summary

Water Corporation in Balcatta, WA invites applications for a Senior Advisor in the Customer Delivery team. You will be the link between customers and the Water Corporation when field issues arise, managing escalations and complaints with professionalism and empathy.

This is a full-time role with a rotating stand-by roster for after-hours incidents, offering flexibility and opportunity to contribute to essential water services for Western Australia.

Qualifications

• Seasoned customer service professional with experience handling complex situations.
• Strong customer-first mindset and calm, clear communication.
• Ability to interpret legislation, policy, and procedures.
• Clear written and verbal communication translating complex issues.
• Relationship-builder with internal and external stakeholders.
• Technologically confident and proficient in Microsoft suite.
• Water utility operational knowledge is a plus.

Responsibilities

• Support customers in collaboration across the Customer and Operations Groups.
• Lead the resolution of complex customer and community issues with stakeholders.
• Act as primary contact during field operation challenges, offering calm, clear support.
• Manage onsite complaints and escalations with empathy and confidence.
• Make informed decisions reflecting our values and commitment to service.
• Maintain a respectful, reputation-enhancing approach in difficult situations.

Skills

Customer service

Escalation management

Stakeholder liaison

Clear communication

Microsoft Office

Policy interpretation

Tools

Microsoft 365

CRM software

Job description

At Water Corporation, we pride ourselves on being more than just a workplace. Our community is made up of committed and energetic individuals who prioritise a healthy work-life balance and embrace a diverse and vibrant culture.

Currently, we have a 2-year fixed term contract opportunityfor a Customer Delivery - Senior Advisor based in our Balcatta office.

About the role:

We are seeking a Senior Advisor to join our Customer Delivery team—someone who thrives in high-pressure situations, brings energy and empathy to every interaction, and knows how to turn challenges into opportunities.

As a Senior Advisor, you will be the key link between our customers and the Water Corporation when things do not go as planned in the field. You will manage escalated issues, incidents, and complaints onsite, ensuring every customer interaction is handled with professionalism, respect, and a focus on resolution.

This is a full-time role that includes working on a rotational stand-by roster to attend after hours issues and incidents.

Who are we?

When you join Water Corporation, you play an important role for the people of WA. Our services are essential for life - everyday, millions of Western Australians rely on us to deliver and manage water across our state. If you’re driven to make a meaningful contribution, you’ve come to the right place.

Real benefits that matter

• Real flexibility with options to work from home up to 2 days per week, 9-day fortnight, flexible work hours.
• Two well-being days each year to do whatever you need to do to feel good
• Access to long service leave pro rata after 3 years of service
• Take advantage of our co-contribution superannuation scheme. Receive a 12% employer contribution and enjoy an additional 2% employer co-contribution when you elect to salary sacrifice 2%.
• Purchase additional leave of up to 12 weeks or work 4 years at a reduced salary and take the fifth year off as paid leave
• Aboriginal and Torres Strait Islander cultural and ceremonial leave of up to 5 days so you can maintain your cultural connection and wellbeing.

What you can expect with this role:

• Supporting customers in collaboration across both the Customer and Operations Groups.
• Leading the resolution of complex customer and community issues, working closely with internal and external stakeholders.
• Acting as the primary contact during field operation challenges—offering calm, clear, and professional support.
• Managing onsite complaints and escalations with empathy and confidence.
• Making informed decisions that reflect our values and commitment to service.
• Maintaining a respectful and reputation-enhancing approach, even in difficult situations.

About you:

• A seasoned customer service professional who has handled complex situations with skill and composure.
• Someone with a strong “customer-first” mindset and the ability to communicate clearly and calmly.
• A trusted advisor who can interpret legislation, policy, and procedures across business and operations.
• A clear communicator who can translate complex issues into everyday language—both in writing and conversation.
• A relationship-builder who collaborates effectively with internal and external stakeholders.
• Technologically confident and experienced in using corporate systems and the Microsoft suite.
• Experience and or understanding of water utility operational matters will be a bonus.

As part of the recruitment process you may be required to complete pre-employment screening which may include a medical, qualification check, police clearance and Australian working rights check.

Applications close on 2 October 2026

We reserve the right to withdraw this ad prior to the closing date.

Our commitment to a diverse and inclusive workplace:

Water Corporation is committed to creating a workforce that reflects the diversity of our customers and our community. How we will achieve this is outlined in our Diversity and Inclusion Strategy and People and Safety Strategy.

We acknowledge the different skills, experiences and perspectives that people from diverse backgrounds including, race, ethnicity, disability, age, gender identity and sexual orientation bring to the workplace, will only strengthen our workforce.

We are committed to ensuring that our workplace is inclusive, where all our people feel that they belong, are valued, respected and have equal access to opportunities and resources.

We encourage applications from our key priority communities – Aboriginal and Torres Strait Islander people, people with disability, women, youth and people from culturally and linguistically diverse backgrounds.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment wherever possible by offering reasonable adjustments including adjustments in our recruitment, selection and appointment processes.”

Applicants with disability who require adjustments in the recruitment process, or alternative methods of communication, can contact a Recruitment Officer at ••••@watercorporation.com.au

To learn more about our commitment to diversity and inclusion please visit our website.