Your opportunity
At Urban Utilities, our purpose is simple yet powerful – Enrich Quality of Life. With a $6 billion asset base and services spanning 1.5 million residents and more than 31,000 commercial customers across South East Queensland, we are committed to enhancing the liveability of our communities every day.
The Customer and Innovation group leads and champions the way Urban Utilities connects with its customers. Our approach is focused on remaining contemporary, by understanding the current and future needs of our customers and appropriately shaping our services.
The Customer Support Officer is responsible for managing and resolving customer requests and issues of moderate complexity that cannot be resolved at first contact. The role investigates each case thoroughly, engaging with internal and external stakeholders to ensure fair, consistent, and customer‐focused outcomes in line with Urban Utilities' policies and decision‐making frameworks.
Responsibilities
1. Manage complex customer enquiries, complaints and investigations, ensuring fair, timely and customer‐focused outcomes
2. Analyse customer issues to identify root causes and deliver effective, policy‐aligned resolutions
3. Communicate clearly with customers and stakeholders, providing transparent updates and outcomes
4. Prepare accurate, professional written correspondence, including investigation findings and case updates
5. Collaborate with internal teams to resolve cases, improve processes and maintain high‐quality, compliant records
About you
Critical to the success of this role, you will be curious and relentless in the pursuit of customer outcomes, demonstrating the ability to provide high quality and accurate customer service. We are also looking for;
Qualifications
6. Sound experience and understanding of procedures or systems (1-2 years)
7. Experience in negotiating outcomes directly with customers
8. Experience in case management and resolution of enquiries and escalations
9. Demonstrated stakeholder engagement with strong interpersonal and written communication skills.
10. Demonstrated ability to think critically about existing procedures and policies to reach balanced decisions.
At Urban Utilities, we believe our workforce should reflect the community we serve. We welcome applications from people of all backgrounds and experiences, including First Nations peoples, people with disability, members of the LGBTIQ+ community, veterans, emergency responders and people from culturally and linguistically diverse backgrounds.
You might not meet every single requirement listed. If you are excited about the role and believe you can make a strong contribution, we encourage you to apply.
If you require adjustments at any stage of the recruitment process, please let us know so we can support you.
Why Urban Utilities
Urban Utilities delivers essential water and wastewater services to more than 1.5 million people across Southeast Queensland. Every day, our teams work to support thriving communities and a sustainable future.
11. Generous Salary Packaging options, including novated leases
12. Corporate discounts across Health insurance, technology and more
13. 18 weeks of paid parental leave, 15 days personal leave including two proactive wellbeing days, and an additional day of leave each year to connect with friends and family
14. Flexibility at UU depends on the type of work you do but could include options such as, 9-day fortnights and flexible days. Talk to us about what flexibility means to you!
15. Urban Utilities is an endorsed employer for all women. See our range of benefits and policies directly at WORK180
There's no us without you. Come shape the future with us.
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