Customer Experience Representative - Faults

JobsCloseBy Editorial Insights

Sydney Water is seeking a Customer Experience Representative - Faults onsite in Parramatta on a 12-month contract, Level 3E pay plus super. You’ll be the first contact on the Hub Faults line, aiming for first-call resolution with clear next steps, with training provided and duties including email and chat inquiries. You’ll bring warm empathetic communication, strong written and verbal skills, customer service experience and precise notes; SAP CRM is a plus but not required. Shifts 6 am to 11:30 pm, five days a week with weekend overtime and a monthly rostered day off; hybrid work may follow training. Apply by 8 Feb 11:59 PM AEST; tailor your CV to show issue resolution and insightful questions; contact [email protected].

• Join our collaborative team and play a key role in delivering exceptional service to our valued customers!
• Initial 12 months contract with scope to be permanent
• Level 3E - $81494.94 plus super plus RDO and other benefits!
• Receive full training and ongoing support with learning new skills

About the Role

As a Customer Experience Representative for Sydney Water, you will be the first point of contact for our customers, managing inbound calls on our Hub Faults line. You are the voice of Sydney Water, striving for first‑call resolution by providing clear, timely information and ensuring customers understand the next steps being taken to address their issue.

After your initial phone training, there will also be opportunities to assist with customer inquiries via email, live chat and social media, making every interaction count.

About You

We are looking for someone who:

• Makes every customer interaction feel easy and effortless. Your communication style is warm, engaging, and always keeping the customer at the heart of everything you do.
• Brings experience from a customer service environment with outstanding communication skills, both verbal and written.
• Know’s how to ask thoughtful questions and uncover the right information to deliver effective solutions and achieve first‑call resolution.
• Is genuine, empathetic, and able to see things from the customer’s perspective to provide a comprehensive solution.
• You have strong attention to detail and consistently capture accurate, high‑quality notes.
• You’re a collaborative team player, able to build positive working relationships across different areas of the business.
• While SAP CRM experience is a plus, it is not a requirement.

Additional Information

To service our customers, the Contact Centre role works on a rotational roster covering the span of hours 6.00am to 11.30pm, 5 days per week with overtime on the weekend that’s scheduled on a rotational basis. To be successful in the role, you must be available to work these hours.

We are committed to supporting your work-life balance. After completing your training and becoming confident in your role, you’ll have the option for hybrid work. You’ll also enjoy one rostered day off each month.

Shifts & Training:

• Day Shift: Your workday may begin between 6:00 am and 9:30 am.
• Afternoon Shift: Your workday may begin between 11:00 am and 3:30 pm.

You must be available to work all shifts to be eligible for this position.

Our training program combines classroom learning with hands-on experience, where you'll buddy up with experienced Customer Experience Representatives. You’ll receive continuous support from our management and training teams as you grow and succeed in the role.

Does this sound like you? Apply now. Closing date: Sunday 8th Feb 11.59PM AEST

We support you through the application process and can modify as needed – let us know what you need. For more information, you can contact TA Partner [email protected]

Please see the position description for the role’s full accountabilities.  

Why join us

At Sydney Water, your work will make a real difference in people’s lives—and your own. With diverse projects and roles, you'll find ample career growth opportunities. At Sydney Water, we actively seek and celebrate diversity, equity, inclusion, and individuality., fostering a safe environment where everyone can thrive and shape impactful community projects. We offer flexible working arrangements and opportunities for career progression among our many benefits.

Dive into Our Great Benefits:

• Competitive Remuneration: We’ll ensure that your skills and contributions are valued and rewarded appropriately.
• Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being.
• Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success.
• 24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal.
• Discounted Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans.
• Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and a childcare allowance.
• Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW.
• Novated Leasing: Get in the driver's seat of your financial future with our novated lease options.

Working at Sydney Water

We welcome and encourage applications from diverse backgrounds, including First Nations people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community.

Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application. Please note as part of the application process, you will be asked to undergo background checks which includes a criminal history check.