Company description
Goulburn Valley Region Water Corporation
Job description
Goulburn Valley Water (GVW) provides quality water and wastewater services to 54 towns in North Central Victoria. Our core purpose is to deliver safe, reliable, and affordable water services to residential, commercial and industrial customers.
As part of a dedicated team at the core of our operations, this critical role will see you providing essential customer service, including technical advice to our customers and employees, and system monitoring of water and sewerage infrastructure across the region.
This position will involve working within a small, supportive team in a rotating 24/7 call centre (working 12‑hour shifts as a sole operator), including the ability to work weekends and public holidays on a rotating basis to ensure our customers receive timely assistance and our assets are monitored for optimal performance.
Along with being a team player, this role will involve a high level of customer interaction, and as such, you will have excellent communication and customer service skills that allow you to provide courteous and helpful service aligned with our Customer Experience Framework.
Relevant experience in a call centre environment and knowledge of telemetry systems (SCADA) is highly desirable.
About your new role
You will be part of a small team who work as sole operators in a rotating 24/7 roster and are the first point of contact for our faults and emergencies. The focus of the role is on resolving enquiries for both internal and external customers with a fault in either water or wastewater service to their home or business.
Your problem‑solving skills are activated upon taking these calls where you will need to dispatch the appropriate resources to address service requests.
Once trained, you will work as a sole operator, responsible for monitoring the Corporation's critical assets (water treatment plants and sewerage pump stations), ensuring all sites are operating at the required capacity to deliver efficient water and wastewater services.
Malfunctioning assets must be alerted to duty operators to attend the site as a priority. You are required to brief the incoming officer at shift change over (6 am/6 pm).
The role is suited to someone who is attracted to and is comfortable working a 24/7 shift environment. The office‑based role will appeal to fans of technology – who can manage multiple (8) screens, with an analytical background monitoring our water and wastewater systems using SCADA and enjoy assisting customers with their service requests.
About you
To be considered for this role you must have demonstrated some of the following:
* Minimum Year 11 education
* Experience in water and/or wastewater operations and/or maintenance is desirable
* Be available for reasonable overtime and additional shifts if required
* Ability to think logically and respond appropriately to emergency situations
* Demonstrated commitment, ability and experience in resolving customer enquiries whilst providing a strong customer focus
* Ability to carry out necessary basic mathematical calculations and interpret results
* Demonstrated ability to work effectively with computer‑based technology
* Excellent communication and interpersonal skills
* Strong organisational, self‑management and problem‑solving skills
Please note all applicants must be an Australian citizen, permanent resident or a visa permitting you to work in Australia and hold a current driver's licence.
Where you'll be working
Don't take our word for the amazing liveability/lifestyle benefits of the regions we service – check out these sites to learn about where you could work and play.
Greater Shepparton region, Go Seymour, Go Nagambie and Strathbogie Shire Podcasts, Destination Cobram.
What you'll get
You will have the opportunity to join a diverse and inclusive organisation with strong ties to our regional community.
* Classification GVW2: $82,157 – $94,912 + super (starting point is dependent upon relevant qualifications, skills and experience; rate is annualised inclusive of penalties). For further understanding of salary including shift loadings for this position please discuss with the position contact listed below.
* Shepparton based – regional lifestyle benefits
* Play a key public interaction role, supporting our customers
* Work/life balance – (5‑person roster/10‑week rotation/14 days, 14 nights, 12‑hour shifts)
* Organisation committed to OHS and safe working practices and the wellbeing of its staff including flu vaccinations, skin checks and Employee Assistance Program (EAP)
* Supportive team culture
* Encouragement and support to pursue professional growth and development opportunities
* Annual performance reviews that encourage recognise and reward performance
* Flexible, diverse, and inclusive workplace
For further information on this position, you are encouraged to contact Laurienne Winbanks – Manager – Retail Customers & Billing on 0455 744 ***.
Applications close
Applications will be reviewed on a rolling basis; therefore, we encourage a timely submission of your application as we may close this position early if a suitable applicant is identified.
Interested?
Please apply via our online portal, clicking the blue "apply" button below.
*Please note, when you click the apply button you will be taken to the online application form. Here you will be asked to provide personal and contact details and respond to employment related questions. You will be required to attach your cover letter, resume, and address key selection criteria when prompted.
Goulburn Valley Water is an equal opportunity employer valuing all people, diverse backgrounds, experiences, and perspectives.
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