Senior Customer Experience Officer (Remote)

Senior Customer Experience Officer | Southern Rural Water | Australia

Full Time Limited Term (2 years)

Business Services Band B: $67,726 – $78,375 per annum plus 11.5% 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

Are you a customer focused professional ready to take the next step in your career? Do you thrive on improving processes and delivering excellent service? If yes, this could be the perfect role for you!

We currently have an exciting opportunity for an enthusiastic and ambitious Senior Customer Experience Officer to join our dynamic team. Working closely with the Team Leader Customer Experience, this role will play a pivotal part in enhancing the customer journey and aligning Southern Rural Water’s licensing assessment and customer service functions more closely.

As the Senior Customer Experience Officer, you will drive process improvements by streamlining systems, automating tasks, and enhancing overall efficiency. You will also assist in training internal staff on processes, systems, and document management, while identifying opportunities to optimise workflows across licensing, customer service, and metering.

To thrive in this role, you will be a proactive team player and ensure a supportive and productive space within the work group. Your collaborative spirit and commitment to building a positive culture will make you a valued member of our team.

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

• Providing project support to the Team Leader Customer Experience to drive business and system improvements.
• Identifying and implementing opportunities to streamline processes across licensing assessments, customer service, and metering.
• Assisting in providing training support for internal staff on processes, systems, and document management.
• Supporting more complex customer and stakeholder enquiries and requests.
• Undertaking administrative tasks to support the customer service and assessment teams as required.

About you

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

• Previous experience in customer experience is required.
• Demonstrated ability to work independently, take initiative, and drive outcomes.
• Excellent communication skills with the ability to keep customers informed and engaged.
• A collaborative mindset with the ability to support and work alongside team members to achieve shared goals.

How to Apply

Applications should be made online by clicking ‘Apply’ before midnight Sunday 10 November 2024 or by visiting our website: www.srw.com.au

Please take the time to describe how your knowledge, skills and abilities would make you a suitable candidate for this role as part of your cover letter.

A Position Description for this position can be obtained from this link.

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: peopleandculture@srw.com.au

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home