Who we are

In Melbourne, water is essential to our way of life.

As caretakers for Melbourne’s water cycle, and our catchments. We care for water, life, and land throughout Melbourne: both its people and its biodiversity.

Each time you drink from the tap, flush a toilet, or kayak down the Yarra we’re there. Primed and ready, quietly delivering some of the world’s cleanest water for over five million residents and wildlife that call Melbourne home, just as we have for over 130 years.

About the Role

The Customer Service Officer is the first point of contact for Melbourne Water customers, providing support across phone, email, web, portal and social media channels. The role focuses on delivering accurate, timely and professional service while managing customer enquiries, applications and requests through relevant systems. It also plays an important part in representing the voice of the customer, supporting complaints triage, and contributing to continuous service improvement across the business.

• Provide a high level of customer service to external and internal customers  
• Handling of customer data and requests into relevant systems to support the request process for information, advice and applications submissions 
• Answering and making inbound/outbound phone calls to assist Melbourne Water internal & external customers 
• Processing, triaging and responding of incoming requests via Web Form online as well internal/external customer requests 
• End to end Half Share Fencing applications & reimbursements as well Flood Certificates from Melbourne Water DevConnect online application platform, and level 1 processing & triaging of applications through DevConnect online platform. 
• social media community management and support to the Social Media Lead, including responding to comments, enquiries and complaints from Melbourne Water social media platforms and triaging these as appropriate. 
• provide initial triage support for Melbourne Water Complaints & Escalation team, working closely with the Complaints team to help resolve customer issues in accordance with the Melbourne Water Complaints Handling process 

For more information, please refer to the attached  Position Description

Have a meaningful impact on the customer experience. Be the first point of contact for many customers and play an important role in making Melbourne Water easier to engage with, more responsive and more transparent.

About you:                          

You will be customer-focused, calm under pressure and confident communicating in delivering customer service across multiple channels. The ideal candidate will be a strong problem-solver who can manage multiple tasks, enter information accurately, follow processes and provide clear, professional support to internal and external customers.

• Strong customer service skills with the ability to support internal and external customers professionally
• Excellent written and verbal communication skills across phone, email, web and social media channels
• Experience working in a contact centre or phone-based customer service environment
• High attention to detail and accuracy in data entry, records and customer information
• Ability to manage multiple enquiries, tasks and priorities while meeting service standards
• Sound computer skills, including word processing, spreadsheets, databases and online systems
• Team-oriented mindset with the ability to collaborate, share customer insights and support continuous improvement

Why join us:

At Melbourne Water, we care deeply about water and the life it sustains. 

Our team is inspired by passion and purpose, with an unwavering commitment to safety. We are on a mission to protect every Melburnian’s way of life, one drop at a time.

We don’t just talk about flexible working - we live it. Our culture of purpose, safety, results, and learning flows through everything we do. We're dedicated to doing what's right, and this commitment extends to the meaningful work we do in a supportive and inclusive culture that encourages you to make the most of your talents.

Our long-standing commitment to Diversity, Inclusion, and Belonging means that Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, Neurodivergent Individuals, people living with disability, mature age and young jobseekers from all cultures can apply with confidence knowing they are safe, affirmed, and celebrated.

If you’re curious, action-orientated, outcomes-focused, and enthusiastic about public resources, community, and the environment, we'd love to receive your application and learn if you could be a great fit. 

How to Apply

Click the 'Apply Now' button below and complete our online application form.

Closing date: Sunday June 28^th 2026 @ 11:55pm AEST