Position Overview Multiple opportunities available, Permanent Full-Time, Permanent Part-Time and Casual True hybrid working – work from home and our Mitcham office Onsite training will be provided during business hours 9am-5pm Monday to Friday, starting Monday, 6 July 2026. Officer Level 2 - $91,214.68 - $97,729.94 plus 12% superannuation (Pro Rata for Part Time roles) prior to shift loading Casual hourly rate will be $35.85 inclusive of 25% casual loading plus 12% superannuation Penalty Rates Applicable to Below Shifts: An employee on an afternoon shift shall receive a 15% loading on top of their base salary for the entire shift. An employee on night shift shall receive a 30% loading on top of their base salary for the entire shift. An employee on Saturday shift shall receive a 50% loading on top of their base salary for the entire shift. An employee on Sunday shift shall receive a 100% loading on top of their base salary for the entire shift The Role As a Senior Service Interactions Consultant, you will play a critical role in delivering timely and accurate resolution of customer enquiries relating to water and sewerage issues. With a strong focus on fault handling and jeopardy management, you will provide genuine care to customers through clear communication, proactive support and effective problem-solving. You will monitor the impact of field and operational activities on customers, safety, organisational reputation and fault channels, identifying and escalating risks where required. In addition, you will oversee and triage M&E alarms, ensuring operational risks are prioritised and resources are deployed efficiently to support service continuity. This role requires participation in a rotating after-hours duty roster, reflecting the operational demands and after-hours nature of the team’s responsibilities. Expected shift times are: (with room for flexibility) Monday – Sunday, 4pm-12am – Afternoon Shift Monday – Sunday, 12am-8am – Night Shift Saturday – 8am-4pm Sunday – 8am-4pm About Us We’re on a mission to create a brighter future, where you can be a change maker at the actual source. We’re one of Australia’s largest water utilities with over 30% of Victoria’s population relying on us for their essential water and sanitation services. Our award-winning culture fosters an inclusive, collaborative, and flexible environment that enables our people to thrive. Here, you’ll be inspired and challenged to grow alongside us. We're committed to reconciliation and supporting the self-determined role for Traditional Owners/Custodians in water and land management. Your Key Responsibilities Monitor customer interactions and field work to identify faults, risks, and potential impacts Track escalations, repeat contacts, and incomplete works with maintenance contractors Ensure timely updates on supply interruptions and sewer incidents across systems Provide accurate, up-to-date information to frontline staff to support customer communication Liaise with contractors and internal teams to track and resolve field issues Escalate critical issues and risks to leadership for timely intervention Support clear, timely internal and external communications during incidents Manage SCADA alarms, including monitoring, job referrals, and improving alarm accuracy Handle customer enquiries across multiple channels, ensuring clear, efficient, and professional service Complete back-office tasks including reporting, billing, investigations, and compliance communications What we’re Looking for 3 years proven experience in customer service or fault management, ideally within water, utilities, or similar industries. Extensive experience handling enquiries across multiple channels, including phone, email, live chat, SMS, and social media. Experience working in a logistics, scheduling, or operational environment, with the ability to monitor service levels and take proactive actions to meet or manage them. Strong organisational and time management skills, with exceptional attention to detail. Well-developed negotiation, influencing, and interpersonal skills. Excellent verbal and written communication, with the ability to convey technical information clearly. Ability to understand and utilise technical systems, such as mapping and asset management platforms. Strong problem-solving and decision-making abilities, including knowing when and how to escalate issues appropriately. To view the full position description, click HERE. Why Yarra Valley Water? We celebrate and encourage new thinking at every level. Creating opportunities for you to grow – both professionally, and personally. When you flourish, we all do. $91,214.68 - $97,729.94 plus 12% superannuation (Pro Rata for Part Time roles) Flexible working arrangements where our people are empowered to design their days with their team. Read our hybrid playbook HERE. Free and secure on-site parking with on-site café at our Mitcham office. 16 weeks paid parental leave (excluding casual employees). 15 days paid personal leave, which can be used for caring, illness, wellbeing and mental health needs (excluding casual employees). 5 days paid reproductive leave which can be used for experiencing symptoms or undergoing procedures associated with issues such as menopause, menstruation, endometriosis, PCOS, prostate health, or IVF (excluding casual employees). Request to swap certain public holidays for another day of paid leave To read more about our benefits and culture, read our employee handbook HERE. Did you Know? Research shows that men apply to jobs when they meet an average of 60% of the criteria, while women and other marginalised people tend to only apply when they meet all of them. So, if you think you have what it takes, but don't necessarily tick every box, please apply or get in touch. We'd love to have a chat and see if you could be a great fit. How to Apply Applications should include a supporting Cover Letter and Resume. The recruitment process will involve an initial shortlisting stage. If shortlisted, you’ll be asked to complete psychometric testing. Candidates who are successful at this stage will then be invited to attend an Assessment Centre. We will provide more detailed information and guidance ahead of each step. Closing date: Sunday 3 rd May 2026 This position is available for Yarra Valley Water employees and external applicants. We welcome applications from everyone, including Aboriginal and/or Torres Strait Islander peoples, people with disability, mature age and young job seekers, members of the LGBTIQA community and people of all cultural backgrounds. If you need this information in an accessible format or would like to discuss reasonable adjustments during the recruitment process. Please call 03 9872 2599 or email dei@yvw.com.au. If you need any help with the application process or would like to discuss the recruitment process, please contact us via email recruit@yvw.com.au. Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks, if required for the position. This may also include a Police Check or AusCheck, where an offer will be subject to a satisfactory outcome of these checks.