Senior Advisor, Customer Delivery (Hybrid)

Water Corporation; Perth; Hybrid; AUD 90,000 - 115,000; 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

Job summary

Water Corporation in Balcatta, WA invites applications for a Senior Advisor in the Customer Delivery team. You will be the link between customers and the Water Corporation when field issues arise, managing escalations and complaints with professionalism and empathy.

This is a full-time role with a rotating stand-by roster for after-hours incidents, offering flexibility and opportunity to contribute to essential water services for Western Australia.

Qualifications

• Seasoned customer service professional with experience handling complex situations.
• Strong customer-first mindset and calm, clear communication.
• Ability to interpret legislation, policy, and procedures.
• Clear written and verbal communication translating complex issues.
• Relationship-builder with internal and external stakeholders.
• Technologically confident and proficient in Microsoft suite.
• Water utility operational knowledge is a plus.

Responsibilities

• Support customers in collaboration across the Customer and Operations Groups.
• Lead the resolution of complex customer and community issues with stakeholders.
• Act as primary contact during field operation challenges, offering calm, clear support.
• Manage onsite complaints and escalations with empathy and confidence.
• Make informed decisions reflecting our values and commitment to service.
• Maintain a respectful, reputation-enhancing approach in difficult situations.

Skills

Customer service

Escalation management

Stakeholder liaison

Clear communication

Microsoft Office

Policy interpretation

Tools

Microsoft 365

CRM software

Job description

Water Corporation in Balcatta, WA invites applications for a Senior Advisor in the Customer Delivery team. You will be the link between customers and the Water Corporation when field issues arise, managing escalations and complaints with professionalism and empathy.

This is a full-time role with a rotating stand-by roster for after-hours incidents, offering flexibility and opportunity to contribute to essential water services for Western Australia.