Position overview

• 12-Month Maximum-Term Contract, Full-Time opportunity
• Rostered shift times between 8am to 7pm
• True hybrid working - work from home and our Mitcham office
• $55,031.35 per annum plus 12% superannuation

The Role
As part of Service Response team, you'll be responsible for providing an exceptional experience to our customers experiencing faults in their water and/or sewer system. As the first contact point into our team, you'll be talking to our customers primarily through phone and email.

About us
Yarra Valley Water provides essential water and sanitation services to over two million people. We are one of Australia's largest water utilities with more than 30% of Victoria's population relying on us 24/7. We're future focused and continually work to anticipate the changing needs of our customers and stay ahead of evolving community expectations. We're shifting to a regenerative approach in our work to actively contribute to improving the natural environment we all rely on.

You'll be working in our Asset Services Group, a fast paced, dynamic and rewarding operational environment, where we work together to ensure essential water and sanitation services are delivered to our customers and community day in day out. We do this through high quality asset management practices, operational resilience, great partnerships and highly responsive customer service delivery.

Your key responsibilities

• Manage fault related enquiries via inbound & outbound phone calls, email, LiveChat and SMS.
• Providing high levels of service in line with the Customer Stand
• Maintaining high standards of communication, both written and verbal
• Tailoring interactions to individual customer needs
• Ask appropriate questions to understand the fault, capture the correct information and log correctly.
• Appropriately managing customer expectations
• Managing customer interactions in a manner that is mindful of our time and customers' time
• Working effectively with internal customers and stakeholders
• Using systems and resources accurately, effectively and efficiently
• Make smart and timely escalation decisions about issues which pose a risk to safety, property or asset damage or reputational risk.
• Actively contributing to the team performance and culture

About you
The successful candidate will enjoy the opportunity of taking ownership of all customer issues (Inbound and outbound) from the first point of contact, and will be able to demonstrate:

• Previous experience in customer service.
• Excellent verbal communication and phone manner.
• A natural problem solver with a customer centric approach.
• Highly organised with administration and multi-tasking skills.
• Demonstrate high level of integrity, honesty, and an ethical approach.

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.

• Starting salary of $55,031.35 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
• Laptop and headset provided.
• 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
• Training and development opportunities.
• 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: Tuesday, 22nd July 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.