About the Role

Reporting to the Team Leader Customer Service, this is a pivotal role within the Customer Service Centre. As the Senior Customer Service Officer you will be responsible for co-ordinating, supporting, training and providing senior leadership over the daily activities of the Customer Service Centre Team. This is a dynamic role which requires the ability to jump between different tasks and manage multiple priorities. This role exists to support our strategic approach to improving our customers experience and supports Melbourne Water’s day to day dealings across diverse services.

This role is graded a Melbourne Water EA Level 5 – the salary on offer is $104,658.36.

The Customer Service Centre team is based at the Docklands office 50% of the time and their team anchor day is Wednesdays. This role will require you to be in the office 3 days per week.

About you:

• Proven experience in a customer service centre, ideally in a supervisor or team leader role;
• A self-starter with strong leadership, mentoring and workflow coordination skills within a small team environment;
• Willingness to step in and answer calls and manage email correspondence alongside the team;
• Excellent communication and problem solving skills with the ability to manage multiple priorities in a busy environment;
• Experience handling customer complaints and escalations professionally, and other high level requests coming in to management;
• Knowledge of CRM systems and customer service best practices;
• A genuine and enthusiastic team player who can collaborate effectively, build and grow culture, while also leading and supporting the team;
• Drives continuous improvement actively seeking new ways to enhance efficiency and effectiveness in customer service operations;
• Leads by example, demonstrating professionalism, adaptability and a strong commitment to customer service excellence.

To learn more about this role, please view the Position Description  MW1206 - Position Description - Senior Customer Service Officer.pdf