Customer Service Officer

Southern Rural Water; Maffra; On-site; AUD 55,000 - 69,000; Full time

Benefits offered by this job

WFH flexibility

9-day fortnights

Parental leave 14 weeks

Wellbeing reimbursement

Professional development

Employee Assistance Program

Salary sacrifice

Job summary

Southern Rural Water in Maffra is seeking a Customer Service Officer to join a dynamic team. This full-time, on-site position focuses on first-point-of-contact support across phone, in-person, and online channels, delivering high-quality administrative and information-management assistance.

You will work under the Team Leader Customer Experience, contributing to cross-functional initiatives and continuous service improvements while maintaining excellent customer relations.

Qualifications

• Experience in a customer service or administration role.
• Strong customer focus with ability to build relationships with stakeholders.
• Ability to quickly learn and operate in-house computer systems and databases.
• Collaborative team member with willingness to improve processes.

Responsibilities

• Answer switchboard calls and enquiries and redirect as needed.
• Process requests from phone enquiries, provide information, and direct customers to the website.
• Undertake document management and guide staff on correct processes.
• Provide admin support to the Team Leader Customer Experience for customer- facing tasks.
• Complete information statements and applications not within declared systems.

Skills

Customer service

Administration

Records management

Communication skills

Tools

In-house systems

Database tools

Job description

Business Services Band A: $55,214 – $68,555 per annum plus 12% statutory superannuation.

Location: Maffra

About Southern Rural Water

Southern Rural Water (SRW) is a Victorian water corporation with nearly 170 staff, managing major dams, weirs, water licencing and more from Mallacoota through to the South Australian border. At SRW, we believe that diversity makes us stronger, and we are committed to creating an inclusive workplace where everyone feels respected, valued, and empowered to thrive and contribute to collective success. Through providing a flexible, always safe workplace and promoting employee development, we empower employees to contribute to our strategy of great value for customers and community through excellence in rural water management.

How We Support You

At Southern Rural Water, we recognise and prioritise the wellbeing and fulfillment of our staff members. Here's what we offer to ensure a balanced and rewarding work experience:

• Embrace flexibility: We support various working arrangements including WFH, 9-day fortnights, tailor your work schedule to accommodate for school drop off and pick up hours.
• Generous leave provisions: 15 days sick leave and 14 weeks paid parental leave to support you during life’s important moments!
• Health and Wellbeing: Yearly reimbursement of up to $150 per financial year to support you in physical, mental and financial wellbeing.
• Professional development: We support your growth through a range of internal and external training initiatives and offer study assistance programs to empower you to reach your full potential.
• Employee Assistance Program: Receive comprehensive support for yourself and your family through our employee assistance program.
• Salary Sacrifice: Salary Sacrifice options for vehicles, equipment, and superannuation to enhance your financial benefits.
• See what else we can offer you on our Careers Page!

About the Role

Southern Rural Water currently have a fantastic opportunity for a Customer Service Officer to join our team! This is a full-time on-site role based in Maffra where you will work as part of an energetic, dynamic and supportive team.

As a first point of contact, you will play a key role in supporting customers across all service channels, including telephone, face‑to‑face and online interactions. You will provide responsive and high quality internal customer service, contribute to information management activities, and deliver administrative support to assist business operations.

Working under the guidance of the Team Leader Customer Experience, you will also contribute to cross functional initiatives and continuous improvement activities that enhance the way we support our customers and deliver service excellence.

We are looking for someone who is flexible, proactive and detail oriented, with strong communication skills and a commitment to helping customers and colleagues. If you enjoy working with people, take pride in delivering quality service and are looking for an opportunity to make a difference, we encourage you to apply.

As the Customer Service Officer, some of your responsibilities will include:

• Answer telephone switchboard calls and enquiries and re-direct where appropriate.
• Actions from phone enquiries, not limited to posting or emailing information and directing customers to our website.
• Undertake document management and provide guidance to employees on correct document management processes
• Administrative support to the Team Leader Customer Experience to deliver a range customer experience and applications assessment tasks.
• Complete information statement applications that are not within declared systems.

About you

The successful candidate for this position will be able to demonstrate some of the desired experience and abilities below:

• Experience in a customer service or administration position and electronic records management is highly desirable.
• Strong customer focus with the ability to establish and maintain relationships with a range of stakeholders.
• Ability to quickly learn and operate a variety of in-house computer systems and databases.
• Ability to work in line with set procedures while looking for innovative ways to improve work.
• Collaborative team member and driven to work in a team environment.

Southern Rural Water is committed to diversity and inclusion in employment and is proud to encourage applications from people of different backgrounds, abilities, ages, genders, gender identities and/or sexual orientations.

Southern Rural Water acknowledges the Traditional Owners of the lands and waters we work with and within, and pay respects to Elders past and present.

We welcome applications from people with disability and aim to provide an inclusive and accessible workplace. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please contact: