Join our teamCustomer Experience Representative Full time permanent

Position Description

About usWe’re the second largest regional urban water corporation by revenue in Victoria, comprising a diverse, complex and geographically dispersed asset base, with over 300 team members across seven departments.

So why choose us?

We exist to deliver reliable, high-quality water, wastewater and waste recovery services to ensure the economy and liveability of the central Gippsland region.

Our region is diverse which presents many challenges, and we play an important role in its ongoing stability and transition.

We’re continuing to focus on:

• maintaining quality water and wastewaterservices for our customers at an affordableprice

• our sustainable future and the future of theregion, and

• the role we play in the future.

Our people

Our strategic priorities provide the direction and insight into how we will deliver on our vision, highlighting that our people play an integral role in our ability to achieve successful outcomes for our customers and the community.

We’re committed to building a diverse and inclusive workplace and strongly encourage applications from experienced women and men, people with disabilities, LGBTIQ+, ATSI, culturally and ethnically diverse candidates to best represent and engage with communities we live and work in.

Our achievements

With a clear strategy, strong leadership and driving accountability in a consistent way across the business we’ve been able to drive a positive and constructive culture shift, and a sustained increase to employee engagement.

Our values

We take pride in partnering with the community in providing quality water and waste services so we can enjoy a healthy and sustainable Gippsland for generations to come.

Our values are:

• Safety and wellbeing

• Customer focussed

• Innovation

• Accountability

• Collaboration

• Integrity & Respect

What we have to offer

We are growing, innovative and commited to ensuring that Gippsland Water remains a great place to work. We do this by offering a flexible and stimulating workplace and investing in our people to enable us to adapt to the changing needs of our region.

But that’s not all - it’s also about freedom. We support our people to achieve their potential by providing the freedom to learn, explore and be true to their passion.

Interested to find out more?

For more information about our career opportunities and what we can offer you, please visit www.gippswater.com.au/careers

POSITION DESCRIPTION

Customer Experience Representative

1 POSITION DETAILS

Position Title: Customer Experience Representative

Reports to: Customer Experience Team Leader

Department: Customer Services / Customer & Community

Location: Traralgon

Date: July 2020

Document Reference:

COR/20/37263

2 PURPOSE OF POSITION

The Customer Experience Representative will process and respond to external customer queries ensuring a high level of customer service is provided. Maintaining Gippsland Water’s image by ensuring the reception area is professionally managed during business hours and customers are dealt with proficiently and to the highest standards. The Customer Experience Representative also provides a range of administration functions to support the Customer Services workgroup.

3 ORGANISATION STRUCTURE

ManagerCustomer Services

Customer CareTeam Leader

Customer Contact Officers

Customer Care

Customer Experience

Team Leader

Customer Contact Officers Customer

Experience

Quality Support Specialist

Customer Contact

Customer Experience

Representative

4 KEY ACCOUNTABILITIES

This role has a direct impact on customer perceptions of Gippsland Water. This position is primarily accountable for providing first class customer service in line with our organisational values, whilst focusing on resolving enquires at the first point of contact for both internal and external customers. Customer Experience Representative staff must produce accurate and timely administration of tasks as they will directly impact on customer perceptions of Gippsland Water through their customer interaction

With access to a wide range of confidential information relating to the organisation, industry and customer details It is imperative that the Customer Experience Representative ensure this information is handled securely and that confidentiality is maintained at all times.

5 KEY RESPONSIBILITIES

• Ensuring the reception area is professionally staffed at all times during business hours.

• Responding to a wide variety of customer enquiries, ensuring customer needs are met anda positive perception of Gippsland Water is portrayed. Answering and directing telephonecalls, greeting visitors and handling enquiries from the public.

• Receipting of all customer payments, daily balancing and reconciliation of the cashdrawer.

• Process all incoming and outgoing mail; specifically scanning, distribution/collection,archiving and data entry into the electronic document management system (ContentManager).

• Process queries from external customers in a timely manner to ensure concerns areaddressed in accordance with Gippsland Water’s Customer Charter.

• Ensure business continuity and, in coordination with the Customer Experience TeamLeader, undertake administrative duties in the following areas;

o Customer Records Management

o Customer Services Administration

• Prioritise and process administrative tasks received throughout the day, including helpdesk

• Develop and maintain procedural manuals and process maps for all operational areaswithin the Customer Experience Representatives area of responsibility.

6 KEY CHALLENGES

As the first point of face to face contact the Customer Experience Representative must be professional in dealing with customer issues that can be complex. Being able to respond to difficult and sometimes irate customers in a professional manner is critical to this role.

The Customer Experience Representative must be able to work as part of a multi skilled team that is flexible and adaptable to working requirements and ever changing priorities. They must also stay abreast of any changes or decisions that may impact Gippsland Water’s customers.

7 JUDGEMENT & REASONING

The Customer Experience Representative is required to have the knowledge and skills to be able to deliver customer service to internal and external customers in an accurate and timely manner. This includes the ability to interpret, understand and apply policies, procedures and work practices appropriately.

Most tasks are performed regularly within well-defined procedures, where an issue arises that is more complex, the Customer Experience Representative is required to analyse the problem, assess a range of solutions and select the most appropriate based on their knowledge, interpretation of existing procedures and expertise. Further assistance can be sought from the Customer Experience Team Leader or Manager Customer Services on an as needs basis.

This role requires the Customer Experience Representative to ensure documentation; records and communications are treated sensitively and within relevant privacy and confidentiality guidelines. They must also have the ability to effectively identify when discretion is required.

8 INTERPERSONAL SKILLS/COMMUNICATIONS

Given the variety of internal and external customers and stakeholders they will come into contact with, the Customer Experience Representative must have the ability to work effectively with people at all organisational levels in a professional manner and in doing so, understand the differences in their needs. To effectively achieve this, and operate in a team environment, the Customer Experience Representative must demonstrate well developed interpersonal and communication skills, including presentation, written and verbal.

In addition, they are required to be professional, use a calm and proficient approach to respond to difficult situations and have the ability to convince others in the resolution of minor problems to enhance their customer’s perception of Gippsland Water. The Customer Experience Representative must be able to empathise with the customer and work with them toward a positive outcome.

External Communications

• Gippsland Water customers – daily basis – customer enquiries, bill payments• Service providers/consultants – daily basis – meet and greet/administrative tasks

Internal Communications

• Customer Services Workgroup– daily basis – advice, administrative tasks• Gippsland Water employees – daily basis – assistance and support

10 KNOWLEDGE, SKILLS & EXPERIENCE

ESSENTIAL & DESIRED SKILLS/EXPERIENCE

Essential: Desirable: • Demonstrated commitment, ability and

experience in resolving customerenquiries whilst providing a strongcustomer focus.

• A demonstrated ability to workeffectively and proficiently withcomputer based technology

• Demonstrated written and verbalcommunication and presentation skills.

• An understanding of and willingness tocontribute to process improvement

• Well-developed personal skills, with theability to work effectively with peopleat all organisational levels

• Commitment and demonstrated abilityto work as part of a team to achievecommon objectives

• Demonstrated ability to meet tightdeadlines under difficult circumstances

• Effective time management skillscombined with the ability to prioritise

• Ability to identify documents andinformation that should be handledwith discretion and understand howprivacy and confidentiality principlesshould be applied.

• Ability to learn functions of complex ITsystems and adapt to new technologyand features in a changing customerservice environment.

• Experience in the use of RecordsManagement and Customer Informationsystems.

• Experience in cash handling andreceipting

11 SELECTION CRITERIA

• Ability to work and communicate effectively with both internal and external customers to ensure a high level of service is provided.

• Demonstrated experience in handling customer transactions, payments and reconciliations.

• Effective organisation skills, including the ability to balance competing priorities.

• The ability to work well within a team to achieve common goals, act with integrity and support a culture of continuous improvement.