Job Description
Full job description
Who are we?
We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.
The role
Reporting to the Customer Resolutions & Advocacy Manager and forming part of our broader Customer Experience group, this role plays a critical part in enhancing the end-to-end customer experience.
You’ll manage and resolve complex customer complaints that sit outside the scope of our frontline teams, as well as other business areas. Acting as a vital second tier of complaint management, you’ll bridge the gap between frontline teams and the Resolutions team, providing expert oversight, investigation and coordination.
This is a hands-on role requiring strong judgement, collaboration and problem-solving skills to deliver fair, timely and customer focused outcomes.
Manage and resolve complex customer complaints requiring investigation and cross departmental coordination.
Make informed decisions within delegated authority, supporting a proactive, decisive and customer centric culture.
Build and maintain strong relationships with internal and external stakeholders, using negotiation and persuasive communication skills to progress outcomes.
Apply critical and creative thinking to develop effective, tailored solutions for individual customer issues.
Communicate with customers via phone and in writing, using an appropriate tone of voice and embodying South East Water values.
Manage a personal caseload in line with agreed timeframes and customer commitments.
Who are you?
The ideal candidate will have:
2+ years of complaint case management in a high-volume customer service environment – utility sector experience desirable.
Strong written and verbal communication skills, capable of producing high quality, clear and comprehensive communications to customers.
Skilled in building effective working relationships, negotiation and persuasion.
Adept at thinking outside the box, with excellent problem solving and critical thinking abilities.
Proven, effective time management skills and ability to manage competing priorities and high case volumes.
Accredited resolution and complaints management training would be an advantage.
What's in it for you?
Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.
South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities. As a SEW employee, you can enjoy the following offerings from our benefits package:
Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks.
Work-life balance with flexible working arrangements, including hybrid work options and leave purchasing.
Life insurance and salary continuance.
15 weeks paid parental leave and paid superannuation on eligible portions of unpaid parental leave.
Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, and onsite cafe.
Flexible parking options, including reserved onsite parking and free offsite parking just a short stroll away.
Opportunity to be part of great initiatives involving the local community.
This role is remunerated at a Level 3, which is between $94,442 - $101,456 + super and offers are commensurate with the successful candidates' experience.
We're for everyone
Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.
We are deeply committed to Diversity, Inclusion, and Belonging, and we encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, people with disability and jobseekers of all ages and cultures. We aim to provide an inclusive, accessible workplace where everyone is welcome, safe, and celebrated. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please reach out to our Talent team at [email protected].
Keen to make an impact?
We're accepting applications for this exciting opportunity until Monday 23rd February 2026!
To be considered for this opportunity, you must hold unrestricted working rights for the period of employment at the time of application. Successful candidates will also be required to undergo a number of pre-employment checks, including a police records check
South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required.
Visit southeastwater.com.au to learn more about us and how we serve our customers.
Who are we?
We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.
The role
Reporting to the Customer Resolutions & Advocacy Manager and forming part of our broader Customer Experience group, this role plays a critical part in enhancing the end-to-end customer experience.
You’ll manage and resolve complex customer complaints that sit outside the scope of our frontline teams, as well as other business areas. Acting as a vital second tier of complaint management, you’ll bridge the gap between frontline teams and the Resolutions team, providing expert oversight, investigation and coordination.
This is a hands-on role requiring strong judgement, collaboration and problem-solving skills to deliver fair, timely and customer focused outcomes.
Manage and resolve complex customer complaints requiring investigation and cross departmental coordination.
Make informed decisions within delegated authority, supporting a proactive, decisive and customer centric culture.
Build and maintain strong relationships with internal and external stakeholders, using negotiation and persuasive communication skills to progress outcomes.
Apply critical and creative thinking to develop effective, tailored solutions for individual customer issues.
Communicate with customers via phone and in writing, using an appropriate tone of voice and embodying South East Water values.
Manage a personal caseload in line with agreed timeframes and customer commitments.
Who are you?
The ideal candidate will have:
2+ years of complaint case management in a high-volume customer service environment – utility sector experience desirable.
Strong written and verbal communication skills, capable of producing high quality, clear and comprehensive communications to customers.
Skilled in building effective working relationships, negotiation and persuasion.
Adept at thinking outside the box, with excellent problem solving and critical thinking abilities.
Proven, effective time management skills and ability to manage competing priorities and high case volumes.
Accredited resolution and complaints management training would be an advantage.
What's in it for you?
Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.
South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities. As a SEW employee, you can enjoy the following offerings from our benefits package:
Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks.
Work-life balance with flexible working arrangements, including hybrid work options and leave purchasing.
Life insurance and salary continuance.
15 weeks paid parental leave and paid superannuation on eligible portions of unpaid parental leave.
Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, and onsite cafe.
Flexible parking options, including reserved onsite parking and free offsite parking just a short stroll away.
Opportunity to be part of great initiatives involving the local community.
This role is remunerated at a Level 3, which is between $94,442 - $101,456 + super and offers are commensurate with the successful candidates' experience.
We're for everyone
Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.
We are deeply committed to Diversity, Inclusion, and Belonging, and we encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, people with disability and jobseekers of all ages and cultures. We aim to provide an inclusive, accessible workplace where everyone is welcome, safe, and celebrated. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please reach out to our Talent team at [email protected].
Keen to make an impact?
We're accepting applications for this exciting opportunity until Monday 23rd February 2026!
To be considered for this opportunity, you must hold unrestricted working rights for the period of employment at the time of application. Successful candidates will also be required to undergo a number of pre-employment checks, including a police records check
South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required.
Visit southeastwater.com.au to learn more about us and how we serve our customers.
💡 Quick Summary
Seeking a career-building opportunity? The Customer Resolutions Officer position is now open for candidates interested in the Customer Care sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
