Customer Experience Representative

Sydney Water; City of Parramatta; Hybrid; AUD 73,000 - 90,000; Full time

Benefits offered by this job

Hybrid work environment

Career development

Wellbeing support

Parental leave

Novated leasing

Job summary

Sydney Water is seeking Customer Service Representatives to join the Customer Interaction Centre in Parramatta on a 12‑month fixed term with potential to convert to permanent. You’ll be the first point of contact, handling inquiries, resolving issues, and providing empathetic, efficient service to our community.

The role emphasizes active listening, problem solving, and clear communication. Hybrid work is available after probation, with initial office‑based training and shifts across weekdays.

Qualifications

• Experience in complex, high‑volume contact centre environments such as water services, insurance, claims, energy, telecommunications, utilities, FMCG, and/or Hospitality.

Responsibilities

• Answer inbound calls for billing queries, faults, and other customer issues.
• Listen actively to understand customers’ situations and agree on best solutions.
• Strive for first contact resolution and accurate data capture in systems.
• Collaborate with teammates to maintain a supportive team environment.

Skills

Active listening

Empathy

Customer service

Communication skills

Problem solving

Job description

• 12‑month fixed term contract with potential to become permanent


• Join our November 2026 intake and kick‑start your career with comprehensive training and support from day one


• EA3E $81,494.94 + Superannuation / 38‑hour week


• Located in Parramatta Square conveniently located next to trains and bus services

We’re on the hunt for customer champions!

Sydney Water is calling out to passionate Customer Service Representatives who pride themselves on helping people and creating great experiences.

If you’re resolution‑focused, empathetic, and ready to make a positive impact for our community, we want to hear from you! This is your chance to become the first point of contact for our customers and play a vital role in supporting our frontline service team.

Our Customer Interaction Centre is the front door to our customers and community. Every day, we connect with people over the phone, helping them find answers, resolve issues, and feel heard. Our Customer Experience Representatives are at the heart of this, it’s your role to listen closely, understand what matters, and find solutions that build trust and create a positive experience.

These roles are initially offered on a 12‑month temporary basis, with the potential to become permanent.

A day in the life

Picture starting your day knowing you’ll make a difference in someone’s experience with Sydney Water. You might:

• Answer inbound calls where you’ll help with everything from billing queries to reporting a fault.


• Use active listening to understand the customer’s situation and work with them to agree on the best solution.


• Apply your problem‑solving skills to deliver first contact resolution wherever possible.


• Capture important details accurately and keep our systems up to date.


• Collaborate with your teammates, share knowledge, and contribute to a supportive team environment.

This is a role where your ability to stay calm under pressure, think quickly, and connect with people in a professional yet empathetic way really shines. Every call is your chance to build trust and create a positive customer experience.

What we’re looking for

We’re keen to hear from people who have worked in complex, high‑volume contact centre environments such as water services, insurance, claims, energy, telecommunications, utilities, FMCG, and/or Hospitality. You’ll thrive in this role if you can bring:

• A warm, respectful communication style with excellent listening skills.


• Strength in questioning and problem‑solving to get to the right outcome.


• Ability to guide conversations and ask the right questions to get to the best solution.


• Emotional intelligence and empathy, especially in challenging conversations.


• Confidence using technology and learning new systems on the go.


• Strong verbal communication skills, with great attention to detail.


• A collaborative mindset, contributing positively to team culture and workplace outcomes.

Experience in customer service environments known for service excellence is highly valued, especially where you’ve needed to balance complex issues with professionalism and care.

Training and support

We’ll set you up for success from day one. You’ll start with structured classroom training, followed by shadowing experienced colleagues to learn the role in action. As you grow in confidence, you’ll continue to be supported by our leaders, trainers, and peers, with ongoing development opportunities to help you succeed.

This role is designed to support your career growth, offering clear pathways for you to progress into senior customer service, team leadership, or specialist roles across the organisation as you develop.

How we work

Rotating shifts across Monday to Friday (no weekends):

• 8.00am – 4.30pm


• 8.30am – 5.00pm


• 9.00am – 5.30pm

Hybrid working available after probation and meeting performance outcomes. Please note that the first three months of employment are office‑based full‑time. Hybrid work arrangements will be available thereafter. Enjoy an accrued rostered day off (RDO) each month.

Please note as part of the application process, shortlisted candidates will progress through a video interview, 1:1 interview, and assessment centre. You will be asked to undergo background checks which includes employment reference checks, a criminal history check and a medical assessment either online or in person.

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.

Dive into Our Great Benefits:

• Competitive Remuneration: We’ll ensure that your skills and contributions are valued and rewarded appropriately.


• Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team’s productivity and well‑being


• Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success.


• 24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal.


• Discounted Private Health Insurance: Unlock affordable access to top‑tier health coverage with our discounted insurance plans.


• Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and a childcare allowance.


• Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW.


• Novated Leasing: Get in the driver’s seat of your financial future with our novated lease options.

Please see the job profile for the role’s full accountabilities.

Closing Date: Thursday 24 September 12:00 AM midnight AEST

Please advise if you require any adjustments to actively participate in the application and recruitment process. For any further information please contact [e-mail]

Working at Sydney Water

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. Your personal information may also be used to establish a Dayforce talent profile.

Your personal information will be collected in accordance with Dayforce’s Terms and Privacy Policy and Sydney Water’s Privacy Collection Statement – recruitment. Please note as part of the application process, you will be asked to undergo background checks which include a criminal history check.