Position Description
Customer Information Consultant
It's an exciting time to join
We're transforming the way we do business with significant investment in customer, digital and business innovation, re-
designing our infrastructure to service communities for generations to come and pursuing a circular economy so we can
not only reduce our environmental footprint but also reduce energy costs to keep customer bills affordable. We're also
engaging communities to achieve better outcomes and supporting our incredibly talented and valued leaders and people.
Organisational Context
east Victoria across an area of 20,000 square kilometres. The service delivery area is bound by Corryong, Yarrawonga,
Benalla, and Dartmouth. We operate 21 water treatment facilities and 22 wastewater treatment plants that service most
towns across the region. Over 200 full time equivalent staff are employed at our centres in Wodonga, Wangaratta, Benalla,
Yarrawonga, Corryong, Beechworth, Mount Beauty, and Myrtleford.
Our operations are overseen by the Department of Energy, Environment and Climate Action (DEECA) on behalf of the
Minister for Water, and the Department of Treasury and Finance (DTF) on behalf of the Treasurer. We continue to invest in
innovative and long-term capital projects which contribute to the health and well-being of current and future generations.
Our Commitment to Health and Safety
free from bullying and harassment for all employees, contractors, customers and visitors. We prioritise the health, safety
(physical and psychological) and wellbeing of all staff and customers.
Our Mindsets
At
where our people are aligned with our business direction, proud of their contribution to business performance, and own a
culture that is centred on the following mindsets:
Committed to advancing and supporting people to succeed.
Consistent in interactions with people and in applying processes.
Provide empathy for people and be willing to place oneself in another person's position.
Accountable for one's own actions and responsibilities and playing your part for the success of the
organisation.
Cooperative with others to work towards the Corporation's common goals.
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Position Objectives
The Customer Information Consultant:
Responds to customer enquiries over the phone, email and face-to-face.
Ensures the business is well regarded through the promotion of outstanding customer service and ethical
interactions with all customers and stakeholders both internally and externally.
Resolves customer enquiries promptly and efficiently with a high degree of professionalism that results in a great
outcome for the customer and
Provides accurate, timely and efficient administrative and support services including but not limited to
phone and email enquiries, reception duties and other customer information functions as required.
Key Responsibility Areas
Always maintaining confidentiality and customer privacy, in accordance with statutory requirements.
Consistently executing customer information functions, which may include but is not limited to face to face, phone
and email enquiries, reception duties, change of ownership, tenancy, billing, banking, and information statements.
Promoting outstanding customer service and communication skills when responding to customer
enquiries over the phone, by email, and face-to-face.
Gaining cooperation and assistance from customers, members of the public and other employees in the
administration of well-defined activities.
Receiving, recording, and monitoring high risk activities undertaken by our operational staff, and
escalating with the appropriate manager as required.
Ensuring the timely data entry of statistics for the use of the team and the organisation.
Providing support and assistance to colleagues as directed by management.
Carrying out any other duties as directed that commensurate with the skill level and nature of the
position.
Organisational Relationships
This role reports to the Senior Customer Information Consultant and liaises with all internal and external stakeholders.
Accountability and Extent of Authority
Exercise discretion within standard practices and processes, undertaking and implementing quality
control measures.
Provide accurate and timely advice to customers and/or give support to employees.
Act in accordance with corporate policies and procedures.
The freedom to act is limited by standards and procedures encompassed by the nature of the work
assigned to the position.
The freedom to act is subject to regulations and policies and regular supervision.
Judgement and Decision Making
Objectives of the role are well defined but the particular method, process or equipment to be used can be selected
from a range of available alternatives.
Guidance and advice are usually available within the time available to make a decision.
Ability to make decisions about work priorities including efficiency of time management and work practices.
Work may involve solving problems, using procedures and guidelines and the application of professional or
technical knowledge, or knowledge acquired through relevant experience.
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Specialist skills and knowledge
An understanding of the relevant technology including the Microsoft suite of programs and customer relationship
management and billing platform used within the business unit.
An understanding and appreciation of the function of the position within its organisational context, including
relevant policies, procedures, processes, regulations, and precedents.
An understanding of the goals of the business unit and where appropriate, an appreciation of the goals of the
wider organisation.
Proficiency in the application of standardised procedures, practices, acts and regulations and an understanding of
relevant precedents.
Management Skills
Meets performance standards consistently and seeks feedback for improvement.
Ability to manage time, set priorities and plan and organise one's work to achieve specific and set
objectives in the most efficient way possible within the resources available and within set timeframes.
Understanding and implementation of generic
specific to the position.
Ability to work independently where required.
Interpersonal Skills
Excellent verbal communication skills both on the telephone and face-to-face, with good negotiation and
conflict resolution skills.
Excellent written communication skills to enable the preparation of routine correspondence and reports
as required.
Ability to gain cooperation and assistance from clients, members of the public and other employees in
the administration of well-defined activities.
Ability to actively listen and engage with key stakeholders.
Ability to handle public and customer interactions with tact and professionalism.
Ability to maintain privacy and confidentiality.
Qualifications and Experience
Experience working within customer focussed environment including the capability to utilise face-to-face,
telephone and email methods.
Completion of degree or diploma with some experience, or lesser formal qualifications with work skills
and relevant experience.
Requirements of Employment
Employees of
Health, Safety and Wellbeing
Ensure the health, safety and wellbeing of yourself and others.
Adhere to
training.
Report all incidents regardless of the severity and participate in incident debriefs.
Take all reasonable actions to ensure the health, safety and wellbeing of yourself and others in the workplace.
Proactively focus on your physical and mental wellbeing.
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Protecting the Environment
helping our communities build resilience and adapt to climate change. This will be demonstrated through continued
emissions reduction, climate adaptation and environmental stewardship.
Data Privacy
As a Victorian government organisation,
2014 ("PDP Act"). There are 10 Information Privacy Principles ("IPPs") in the PDP Act that govern the way that North East
Water collects and handles the personal information of current and future employees and customers.
Privacy Statement can be found on our website.