Customer Resolution Representative

Hunter Water Corporation; Newcastle; Hybrid; AUD 72,000 - 88,000; Full time

Benefits offered by this job

Flexible working

Hybrid work option

Additional paid leave

Parental leave

Carers leave

Health benefits

Employee Assistance Program

Job summary

Hunter Water Corporation is seeking a Customer Resolution Representative to lead investigations into customer complaints and escalated matters. You will work with internal and external stakeholders to deliver fair, timely outcomes while ensuring regulatory compliance and contributing to continuous improvement of complaint handling.

The role emphasizes collaboration, empathy, and rigorous documentation, with opportunities for hybrid work and professional development.

Qualifications

• Demonstrated experience investigating and resolving complex customer complaints in a customer-focused environment.
• Excellent written and verbal communication skills, with empathy.
• Highly developed analytical, problem-solving and critical thinking skills.
• Strong organisational and time management skills, with the ability to manage competing priorities.
• Proven ability to build collaborative working relationships and influence stakeholders.
• Demonstrated resilience, professionalism and sound judgement with sensitive or high-risk matters.
• Strong attention to detail and commitment to accurate documentation.
• Commitment to continuous improvement and learning in customer experience.

Responsibilities

• Manage customer complaints, claims and escalated matters from assessment to resolution.
• Lead responses to external dispute resolution bodies and enquiries.
• Balance customer needs with regulatory and organisational requirements.
• Maintain high standards of privacy, documentation and compliance.
• Identify trends and contribute to improvements in processes and performance.
• Share knowledge and support colleagues to promote consistent practices.

Skills

Customer service

Complaint resolution

Communication skills

Analytical thinking

Problem solving

Time management

Stakeholder management

Empathy

Documentation

Education

Formal qualifications in complaint management

Tools

CRM systems

Electronic records management

Microsoft 365

Job description

• Get the balance right with flexible working, no matter the role
• Belong, learn and grow with a team that has your back
• Create connections with customers and community at the heart of all we do

An additional opportunity has recently become available for a Customer Resolution Representative. This role is responsible for leading the investigation and resolution of customer complaints, claims and escalated customer matters. The role partners with internal and external stakeholders to deliver fair, timely and customer-focused outcomes, while ensuring compliance with regulatory obligations and contributing to continuous improvement of customer experience, complaint management practices and business processes.

Our Company

At Hunter Water our Values define who we are as an organisation and how we behave. We strive to live these Values and it is shown in the work we do and the way in which we interact with each other. Please click here to learn more about Hunter Water's Values.

We fundamentally believe in and commit to diversity and inclusion. We value an individual's unique capabilities, backgrounds, experiences and characteristics. We rely on these diverse perspectives to drive innovation and collaboration, to deliver the best outcome for our customers and communities.

It is this diversity of perspectives that will enable Hunter Water to meet the challenges of the future. We strive to create an inclusive environment where there is genuine equality of opportunity regardless of people's gender, age, cultural background, religion, sexual orientation, gender identity, disability and/or family status. We encourage you to apply and welcome all applications.

We have embarked on a new strategic direction to build a more innovative, collaborative and resilient organisation that is a thought leader in developing a sustainable water and wastewater future. Please click here to learn more about Hunter Water's Corporate Strategy.

At Hunter Water we offer a range of employee benefits. For this position, these will include, but are not limited to:

Excellent flexible working and additional leave benefits including:

• Additional Public Holidays, RDOs
• 5 days additional paid Carers Leave per annum
• Paid Community Service Leave
• 14 weeks paid Parental Leave for both parents
• Access to hybrid work and other flexible options
• Fitness passport
• Access to discounted health fund and health services
• Access to the Employee Assistance program

Remuneration & Hours:

• Reward and Recognition Program
• Salary up to $80,026 + Superannuation (Salary offered will be based on the skills & experience of the successful candidate)

The Opportunity

As the Customer Resolution Representative you will be responsible for leading the investigation and resolution of customer complaints, claims and escalated customer matters. The role partners with internal and external stakeholders to deliver fair, timely and customer-focused outcomes, while ensuring compliance with regulatory obligations and contributing to continuous improvement of customer experience, complaint management practices and business processes.

What you'll do:

• Manage customer complaints, claims and escalated customer matters from initial assessment through to resolution, ensuring investigations are thorough, timely, evidence-based and aligned with Hunter Water's policies, customer commitments and regulatory obligations.
• Lead responses to external dispute resolution bodies, including EWON, Ministerial and Member of Parliament enquiries, while building effective relationships with internal and external stakeholders to facilitate investigations, influence outcomes and resolve complex customer matters.
• Advocate for fair and customer-focused outcomes by balancing customer needs with operational, regulatory, commercial and organisational requirements. Exercise sound judgement when making decisions involving complex, sensitive or high-risk matters, including vulnerable customers.
• Maintain high standards of complaint quality, privacy, documentation and compliance while identifying emerging risks and supporting Hunter Water's governance and regulatory obligations.
• Identify complaint trends, systemic issues and customer insights to recommend and support improvements to customer experience, complaint handling practices, business processes and organisational performance.
• Contribute to a culture of continuous learning by sharing knowledge, supporting colleagues and promoting consistent complaint handling practices across the organisation.

What you'll need to be successful:

• Demonstrated experience investigating and resolving complex customer complaints, claims or escalated customer matters in a customer-focused environment.
• Excellent written and verbal communication skills, with the ability to communicate complex or sensitive information clearly, professionally and with empathy.
• Highly developed analytical, problem-solving and critical thinking skills, with the ability to assess information, exercise sound judgement and make balanced decisions.
• Strong organisational and time management skills, with the ability to manage competing priorities, work independently and consistently meet service standards.
• Proven ability to build collaborative working relationships and effectively influence stakeholders to achieve positive customer and business outcomes.
• Demonstrated resilience, professionalism and sound judgement when managing complex, sensitive or high-risk customer matters.
• Strong attention to detail and commitment to maintaining accurate records and high-quality documentation.
• Demonstrated commitment to continuous improvement, learning and improving customer and business outcomes.
• Proficiency using customer management systems, electronic records management systems and Microsoft 365 applications.
• Formal qualifications or recognised training in complaint management, investigations, dispute resolution, customer experience or managing unreasonable customer conduct.
• Experience managing complaints or claims referred to external dispute resolution bodies or regulatory agencies.
• Experience in a customer service, complaints or case management within a water utility, government agency or regulated service environment.
• Knowledge of relevant legislative and regulatory frameworks and the water industry operating environment.
• Experience analysing complaint data and contributing to continuous improvement initiatives.
• Technical knowledge of water and wastewater infrastructure and operational processes.
• Experience using enterprise customer, operational and records management systems.

We are proud to be an Inclusive Employer committed to Inclusion, Diversity & Equity. People with disability, women and Aboriginal and Torres Strait Islander candidates are encouraged to apply. Applicants can request a reasonable adjustment at any stage during the recruitment process by getting in contact with the recruiter.

Employment with Hunter Water Corporation may be subject to pre-employment checks including but not limited to criminal background checks, functional assessment, drug and alcohol testing and psychometric assessment for preferred external applicants.