Customer Experience Representative - Emergency and Faults

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

Benefits offered by this job

Competitive compensation

Career development programs

24/7 wellbeing support

Discounted private health insurance

Family First—parential leave & childca

Job summary

Sydney Water is recruiting a Customer Experience Representative to be the voice of the company for customers calling the Hub Faults line. You’ll handle inbound calls, provide clear information, and work toward first-call resolution.

After training, you may assist customers via email, live chat and social media, ensuring every interaction is efficient and customer-centered. The role offers a 12-month fixed-term contract, 38 hours per week, with a competitive salary and benefits including

Qualifications

• Experience in a customer service environment with strong communication skills.
• Able to ask thoughtful questions to uncover the right information.
• Empathetic, genuine, and customer-focused perspective.
• Strong attention to detail with accurate notes.

Responsibilities

• Handle inbound calls on the Hub Faults line and resolve issues where possible to achieve first-call resolution.
• Assist customers via email, live chat, and social media after initial training.
• Provide clear, timely information and explain next steps to customers.
• Maintain accurate records of interactions and outcomes.

Skills

Customer service

Verbal communication

Written communication

First-call resolution

SAP CRM

Tools

SAP CRM

Job description

• Join our collaborative team and play a key role in delivering exceptional service to our valued customers
• 12-month fixed term contract role working 38 hours per week 19 day month
• Level 3E - $81,494.94 + superannuation + RDO and other benefits

About the Role

This recruitment will be used to create a pool of qualified applicants for current and future opportunities within Sydney Water.

As a Customer Experience Representative for Sydney Water, you will be the first point of contact for our customers, managing inbound calls on our Hub Faults line. You are the voice of Sydney Water, striving for first‑call resolution by providing clear, timely information and ensuring customers understand the next steps being taken to address their issue.

After your initial phone training, there will also be opportunities to assist with customer inquiries via email, live chat and social media, making every interaction count.

About You

• Makes every customer interaction feel easy and effortless. Your communication style is warm, engaging, and always keeping the customer at the heart of everything you do.
• Brings experience from a customer service environment with outstanding communication skills, both verbal and written.
• Know’s how to ask thoughtful questions and uncover the right information to deliver effective solutions and achieve first‑call resolution.
• Is genuine, empathetic, and able to see things from the customer’s perspective to provide a comprehensive solution.
• You have strong attention to detail and consistently capture accurate, high‑quality notes.
• You’re a collaborative team player, able to build positive working relationships across different areas of the business.
• While SAP CRM experience is a plus, it is not a requirement.

Additional Information

To service our customers, the Contact Centre role works on a rotational roster covering the span of hours 6.00am to 11.30pm, 5 days per week with overtime on the weekend that’s scheduled on a rotational basis. To be successful in the role, you must be available to work these hours.

We are committed to supporting your work-life balance. After completing your training and becoming confident in your role, you’ll have the option for hybrid work. You’ll also enjoy one rostered day off each month.

Shifts & Training

• Day Shift: Your workday may begin between 6:00 am and 9:30 am
• Afternoon Shift: Your workday may begin between 11:00 am and 3:30 pm

You must be available to work all shifts to be eligible for this position.

Our training program combines classroom learning with hands‑on experience, where you'll buddy up with experienced Customer Experience Representatives. You’ll receive continuous support from our management and training teams as you grow and succeed in the role.

Please seeJob Profile for the role’s full accountabilities.

Closing Date: Friday 30 October 2026. Applications will be reviewed as they are received, and shortlisted candidates may be contacted for an interview prior to the advertised closing date.

Dive into Our Great Benefits!

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

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’sTermsandPrivacy PolicyandSydney 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.

Please note as part of the application process, 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