About the Role
Join the Customer Water Efficiency Program team at Sydney Water, where we lead the development and delivery of water conservation initiatives for both residential and non-residential customers. Our team is dedicated to creating lasting water efficiency solutions that help save water year-round, not just in times of drought.
As a Project Officer – Concealed Leaks, you'll manage the development and operation of the Water Fix Concealed Leaks Service, a vital component in Sydney Water’s broader water efficiency programs. By investigating and addressing concealed leaks, you'll directly contribute to our mission to conserve water and reduce waste across all customer segments.
In this role, you will support Sydney Water’s reputation as an industry leader in water efficiency while helping achieve our annual water savings and revenue objectives. You’ll also play a key role in the delivery of our broader Water Fix Programs.
Key Responsibilities
- Manage the day-to-day operation of the Water Fix Concealed Leaks program, ensuring smooth and efficient service delivery.
- Provide exceptional customer service by handling inbound calls, emails, and service requests from customers, and coordinating with contractors to address concealed leaks.
- Address customer concerns and complaints promptly, ensuring positive experiences and swift resolutions.
- Act as a liaison between internal teams, contractors, and customers, facilitating communication and providing timely information.
- Oversee contractor management, including arranging service bookings, processing invoices, and completing necessary input into our database.
- Ensure the accuracy of files for billing purposes, including validating customer charges and issuing refunds as needed.
- Help achieve program objectives by meeting water savings, revenue, and cost targets.
- Assist with the development and implementation of the Concealed Leaks business plan to grow and improve the service.
- Coordinate events, such as workshops and site visits, including logistics, material development, and capturing feedback.
- Provide regular program reports, including monthly or ad-hoc data, to stakeholders.
- Collaborate with other Water Fix programs, supporting their delivery and promotion.
- Work closely with the CENRA/Smart Meter programs, promoting the Concealed Leaks service to a broader audience.
About You:
- Qualification: TAFE qualification in Business Management or equivalent experience.
- Experience: Minimum of 3 years in a sales or technical customer service role.
- Proven ability to deliver high-level customer service and manage relationships effectively.
- 3+ years of experience in customer service with a strong understanding of customer needs and concerns.
- Ability to work independently and as part of a collaborative team.
- Desirable: Knowledge of SAP applications, domestic plumbing and water conservation principles.
Closing date: Wednesday 9th April 2025 at 11:59pm
You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.
Working at Sydney Water
At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too.
Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.
We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans.
Please see the job description for the role’s full accountabilities.