Customer Experience Representative

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

Benefits offered by this job

Hybrid Work Environment

Competitive Remuneration

Parental Leave (18 weeks)

Job summary

Sydney Water is seeking Customer Experience Representatives to be the first point of contact for customers, addressing billing queries and faults with empathy and effective problem-solving. You will join a front-line team in a role designed to support career growth within a major utility.

The role includes structured training, progression opportunities, and a hybrid work arrangement after probation. Applicants must be Australian citizens or permanent residents and complete background checks.

Qualifications

• Experience in high-volume contact centres or customer service environments.
• Strong verbal communication with a focus on accurate information gathering.
• Ability to stay calm under pressure and manage multiple tasks.

Responsibilities

• Answer inbound calls, assisting customers with billing queries and fault reporting.
• Listen attentively to understand the customer’s situation and collaborate to reach the best solution.
• Document interactions accurately and keep systems up to date.
• Work with teammates to ensure a supportive service experience.

Skills

Empathetic communication

Active listening

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’reon 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.

Ifyou’resolution‑focused, empathetic, and ready to make a positive impact for our community, we want to hear from you!This is your chanceto 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 knowingyou’llmake a difference in someone’s experience with Sydney Water. You might:

• Answer inbound calls whereyou’llhelp 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.
• Captureimportant detailsaccurately and keep our systems up to date.
• Collaborate with your teammates, share knowledge, andcontribute 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.

Whatwe’relooking for

We’rekeen to hear from people who haveworked incomplex, high-volume contact centre environmentssuch aswater services,insurance, claims, energy, telecommunications,utilities, FMCG, and/or Hospitality.You’llthrive in this role if you can bring:

• A warm, respectful communication style withexcellentlistening skills.
• Strength in questioning and problem-solving to get to the right outcome.
• Ability to guide conversations andask 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 whereyou’veneeded to balance complex issues with professionalism and care.

Training and support

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

This roleis designed to support your career growth, offering clear pathways for you to progressinto senior customer service, team leadership, or specialist rolesacross the organisationas 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 anAustralian CitizenorPermanent Residentat the time ofsubmittingyour application to be considered for this role.

• Competitive Remuneration:We’llensure 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 12:00AMmidnight AEST

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

Hirer responsiveness Salary match Number of applicants

Sydney Water is Australia’s largest water utility, providing water, wastewater, recycled water and stormwater services to 5.3 million people. We have a proud heritage and a progressive future, providing world class drinking water while protecting our beautiful waterways from the mountains to the sea. We see the world is changing so we are changing too. Our people and their jobs are as diverse as the communities we serve.

Sydney Water is Australia’s largest water utility, providing water, wastewater, recycled water and stormwater services to 5.3 million people. We have a proud heritage and a progressive future, providing world class drinking water while protecting our beautiful waterways from the mountains to the sea. We see the world is changing so we are changing too. Our people and their jobs are as diverse as the communities we serve.

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage.

What can I earn as a Customer Experience Consultant