Customer Support and Dispatch Officer - Talent Pool

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.  

Icon Water is an Equal Opportunity Employer which values diversity and inclusion. We encourage applicants from all backgrounds, including Aboriginal and Torres Strait Islanders, people with disabilities, people from culturally diverse backgrounds and all ages. We also have a strong focus on gender balance within the organisation and encourage women to apply.

We’re building a talent pool for opportunities in our Contact Centre – and we want YOU to be part of it.

About the role/s: These positions are within a technical contact centre that provides polite, professional and timely service to our customers who contact us via phone, email or online. The contact centre operates 24 hours a day, 365 days a year on a rotating shift roster.

This role/s has primary responsibility for managing the technical enquiry, faults and emergency, dial before you dig and dispatch call-queues which includes answering technical questions and providing advice; processing applications; troubleshooting problems; processing, building, dispatching and updating field jobs; triaging and logging complex complaints and enquiries.

Responsibilities include: 

• Manage, triage, respond and register inbound customer calls, emails and online contacts in line with customer service KPIs and organisational customer experience expectations. 
• Processing applications and troubleshooting problems.
• Building, dispatching and updating field jobs.
• Maintaining accurate records and ensuring compliance with service KPIS
• Validate data and administer follow-on work requests
• Provide remote planning support for network maintenance and emergency work
• Escalate emergency situations as per defined processes
• Deliver administrative support across Icon Water where required

What We're Looking for: 

• Proven ability to provide effective customer service in the delivery of accurate and timely written and verbal information to internal and external customers
• Demonstrated ability to use a variety of computerised information technology systems
• Good understanding of Icon Water's products, services, and operating procedures
• An understanding of relevant legislative requirements, Icon Water Code of Conduct and the Work Health & Safety system

To find out more about the role you can view the position description here. Alternatively, you can contact ***********@iconwater.com.au for further information.

How to apply: If this role interests you, please submit your resume along with a one-page cover letter addressing how you meet the requirements of the role through the Careers Portal.

Applications close Sunday 16th August