Financial Support - Officer

Water Corporation; City Of Stirling; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Work from home up to 2 days per week

9-day fortnight

Flexible work hours

Well-being days

Long service leave pro rata

Co-contribution superannuation

Additional leave options

Cultural leave for Aboriginal and Tor•

Job summary

Water Corporation is seeking a customer-focused specialist to support vulnerable customers enrolled in hardship programs. You will deliver empathetic guidance and practical solutions, building trust and ensuring dignified outcomes during challenging times.

You will manage payment arrangements, coordinate with external financial counsellors and internal teams, and contribute to continuous service improvements while maintaining an inclusive customer experience.

Qualifications

• Experience engaging with vulnerable customers in a contact centre environment.
• Ability to determine payment arrangements considering ongoing charges and debt reduction.
• Provide payment solutions for customers with eligible concession cards that receive rebates on charges.
• Collaborate with external financial counsellors to support hardship programs and outcomes.
• Demonstrated ability to contribute to process improvements and team goals.

Responsibilities

• Provide a case management service to ensure empathetic and timely communication with hardship customers.
• Determine appropriate payment arrangements that balance ongoing charges and debt reduction.
• Provide payment solutions for concession card holders and ensure rebates where eligible.
• Participate in process changes aligned with business unit strategy to improve outcomes.
• Champion team commitment to continuous improvement.

Skills

Vulnerable customers engagement

Debt management

Payment arrangements

Communication with external counsellor

Cross-functional collaboration

Empathy and resilience

Job description

At Water Corporation, we pride ourselves on being more than just a workplace. Our community is made up of committed and energetic individuals who prioritise a healthy work-life balance and embrace a diverse and vibrant culture.

About the role:

Provide a customer-focused and empathetic experience for vulnerable customers, including those approved for Water Corporation hardship programs. Deliver tailored support, guidance and practical solutions while fostering trust, dignity and positive outcomes during challenging circumstances.

Who are we?

When you join Water Corporation, you play an important role for the people of WA. Our services are essential for life - everyday, millions of Western Australians rely on us to deliver and manage water across our state. If you’re driven to make a meaningful contribution, you’ve come to the right place.

Real benefits that matter

• Real flexibility with options to work from home up to 2 days per week, 9-day fortnight, flexible work hours.
• Two well-being days each year to do whatever you need to do to feel good
• Access to long service leave pro rata after 3 years of service
• Take advantage of our co-contribution superannuation scheme. Receive a 12% employer contribution and enjoy an additional 2% employer co-contribution when you elect to salary sacrifice 2%.
• Purchase additional leave of up to 12 weeks or work 4 years at a reduced salary and take the fifth year off as paid leave
• Aboriginal and Torres Strait Islander cultural and ceremonial leave of up to 5 days so you can maintain your cultural connection and wellbeing.

What the role will involve

• Provide a case management service to ensure the Corporation’s customers on hardship programs are communicated to in an empathetic, effective and timely manner.
• Determine appropriate customer payment arrangements that consider ongoing charges and debt reduction.
• Provide payment solutions for customers with eligible concession cards that are provided rebates on water charges
• Participate in process change that aligns to the business unit strategy that improves customer service outcomes and delivers business benefits.
• Champion team commitment to continuous improvement.

Key skills and experience

• Engage with vulnerable customers who are entered onto hardship programs.
• Communicate with external financial counsellors that conduct hardship assessments to consider eligibility of Corporation hardship programs.
• Communicate with external plumbers to organise water audits at customer properties.
• Communicate and provide technical advice to internal stakeholders such as Financial Care and Water Use Investigations.
• Considerable experience engaging with vulnerable customers, especially those on low incomes, through a contact centre environment.
• Relevant experience engaging with financial counsellors to work in unison to provide positive customer outcomes.

As part of the recruitment process you may be required to complete pre-employment screening which may include a medical, qualification check, police clearance and Australian working rights check.

Applications close on 19 November 2026

We reserve the right to withdraw this ad prior to the closing date.

Our commitment to a diverse and inclusive workplace:

Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, LGBTQIA+ folks and people from culturally and linguistically diverse backgrounds.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.

Applicants with disability who require adjustments during the recruitment process including an alternative format of the application form, can contact a Recruitment Officer at [e-mail] or 08 9420 2000.

To read our diversity and inclusion statement, please visit our website