Position overview

• x2 Permanent, Full-Time opportunities
• True hybrid working - work from home and our Mitcham office
• $58,197.36 per annum plus 12% superannuation

About us

We're on a mission to create a brighter future, where you can be a change maker at the actual source. We're one of Australia's largest water utilities with over 30% of Victoria's population relying on us for their essential water and sanitation services.

Our award-winning culture fosters an inclusive, collaborative, and flexible environment that enables our people to thrive. Here, you'll be inspired and challenged to grow alongside us.

We're committed to reconciliation and supporting the self-determined role for Traditional Owners/Custodians in water and land management.

The Role

Our Collections Officers provide exceptional customer service to our customers via both inbound and outbound calls and email, primarily assisting customers with outstanding amounts and working with them on a range of solutions. We're really focused on building trust and rapport with our customers and are committed to tailoring our solutions to meet everyone's needs.

Your key responsibilities

• Manage Customer Communication: Handle inbound and outbound phone calls, emails, and SMS interactions with customers
• Debt Resolution: Contact customers about outstanding debts, escalating accounts when engagement is unsuccessful after multiple attempts.
• Customer-Centric Service: Deliver a high level of service aligned with customer service standards, tailoring interactions to individual needs.
• Negotiation and Problem Solving: Negotiate mutually beneficial outcomes while managing customer expectations effectively.
• Time Management: Conduct interactions efficiently, respecting both the company's and customers' time.
• Information Gathering: Ask relevant questions to fully understand customer issues and ensure correct logging of information.
• Decision-Making: Operate within established decision-making authority to resolve matters appropriately.

What we're looking for

• Passionate about customer service and love talking to people from all walks of life in a professional capacity
• Enjoys the opportunity to solve problems - previous experience in debt recovery.
• Values the connection with the customer and showing empathy to their personal circumstance and sensitivity to hardship.
• Thrives on accuracy and keeping customer records up to date.
• Able to adapt, show resilience and work proactively.
• Ability to explain complex information to diverse audiences in verbal and written form.
• Tech savvy and able to use multiple software platforms simultaneously.
• Available start date in July - initial four weeks onsite training required.

To view the full position description, click HERE.

Why Yarra Valley Water?

We celebrate and encourage new thinking at every level. Creating opportunities for you to grow - both professionally, and personally. When you flourish, we all do.

• $58,197.36 per annum plus 12% superannuation
• Flexible working arrangements where our people are empowered to design their days with their team. Read our hybrid playbook HERE.
• $650 home office set up allowance for eligible employees
• Free and secure on-site parking with on-site café at our Mitcham office
• 14 weeks paid leave parental leave
• 15 days paid personal leave, which can be used for caring, wellbeing, mental health, menstrual or menopause
• Request to swap certain public holidays for another day of paid leave

To read more about our benefits and culture, read our employee handbook HERE.

Did you know?
Research shows that men apply to jobs when they meet an average of 60% of the criteria, while women and other marginalised people tend to only apply when they meet all of them. So, if you think you have what it takes, but don't necessarily tick every box, please apply or get in touch. We'd love to have a chat and see if you could be a great fit.

How to apply
Applications should include a supporting Cover Letter and Resume.
Closing date: Monday 2nd June 2025
This position is available for Yarra Valley Water employees and external applicants.

We welcome applications from everyone, including Aboriginal and/or Torres Strait Islander peoples, people with disability, mature age and young job seekers, members of the LGBTIQA+ community and people of all cultural backgrounds. If you need this information in an accessible format or would like to discuss reasonable adjustments during the recruitment process. Please call 03 9872 2542 or email [email protected]. If you need any help with the application process or would like to discuss the recruitment process, please contact us via email [email protected].

Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks, if required for the position. This may also include a Police Check or AusCheck, where an offer will be subject to a satisfactory outcome of these checks.