Introduction About Icon Water Icon Water is an iconic Canberra business with a history of providing essential services to Canberra for over 100 years. We are the ACT’s supplier of essential water and wastewater services and have proudly served our community for over 100 years – sourcing, treating and supplying water, and managing Canberra’s wastewater network. Our work is essential to the health, prosperity and liveability of the region, and we are committed to environmental, social and financial sustainability in everything we do. Icon Water is a purpose driven organisation where everyone contributes to our core business, ensuring high quality drinking water and sustainable wastewater treatment. Icon Water’s culture is driven by our values of care, connection, community and courage. These are values we see in action every day as we challenge ourselves to meet the expectations of our community. Description This is a unique 16 Month opportunity to join the Customer and Engagement Group who work in conjunction with the Icon Water contact centre in resolving complex customer issues, dispute resolution, enquiry management and application assessment for Icon Water ’ s customers. We’re looking for a motivated individual who is committed to: Providing friendly, timely and accurate resolution of customer service requests in line with customer service KPIs and organisational customer experience expectations. Sourcing technical and operational information and advice, to resolve enquiries, complaints and applications. Other Key responsibilities of the role include: Register, investigate, process and resolve customer complaints, enquiries and applications and prepare high quality letters, reports and emails. Participate as a member of a rostered after-hours call-out team. Comply with legislative and contractual obligations. Build and maintain key stakeholder relationships, both internal and external. Develop and maintain effective and collaborative working relations to achieve outcomes. Ensure records are maintained at a high level of accuracy and quality control. Utilise information technology and other evolving technologies in the work place to achieve efficiency. Participate in the implementation of improved work practices and processes leading to increased workplace efficiencies and productivity gains. Escalate emergency situations in accordance with defined processes. Provide administrative support to all areas of Icon Water with the preparation of non-standard contracts, plumbing reimbursement applications, standpipe account and contract management, customer notification letters, front counter support any other support as required. Who we are looking for: We are looking for suitable candidates, holding SOCAP Complaints Professional certification (highly desirable). Candidates should also have: Demonstrated experience in negotiation of complex issues and customer dispute resolution. Demonstrated experience in providing high level communications across a broad range of customers. Demonstrated experience in communicating effectively and sensitively with vulnerable people. Proven ability to ‘self-start’ and organise a complex workload and work to strict deadlines. Experience in influencing and gaining the cooperation of teams or individuals to meet objectives. Knowledge and understanding of the application of legislation, codes and contracts. To find out more about the role you can check out the detailed Position Description on our Icon Water Careers Portal. You can also contact amber.rolfe@iconwater.com.au via email for further information. If you’re ready to make a real impact and be part of a company that values your expertise, apply now and submit your resume and cover letter to demonstrate experience as outlined in ‘who we are looking for’
