Customer Assistance Officer
* Get the balance right - flexible working options available
* Ongoing career development opportunities
* Support the sustainable delivery of an essential service to the Lower Hunter community
We are seeking a temporary Customer Assistance Officer to join our Customer Services division. This fixed term opportunity will be for a period of up to 18 months.
Our Company
At Hunter Water our Values define who we are as an organisation and how we behave. We strive to live these Values and it is shown in the work we do and the way in which we interact with each other. Please click here to learn more about Hunter Water's Values.
We fundamentally believe in and commit to diversity and inclusion. We value an individual's unique capabilities, backgrounds, experiences and characteristics. We rely on these diverse perspectives to drive innovation and collaboration, to deliver the best outcome for our customers and communities.
It is this diversity of perspectives that will enable Hunter Water to meet the challenges of the future. We strive to create an inclusive environment where there is genuine equality of opportunity regardless of people's gender, age, cultural background, religion, sexual orientation, gender identity, disability and/or family status. We encourage you to apply and welcome all applications.
We have embarked on a new strategic direction to build a more innovative, collaborative and resilient organisation that is a thought leader in developing a sustainable water and wastewater future. Please click here to learn more about Hunter Water's Corporate Strategy.
At Hunter Water we offer a range of employee benefits. For this position, these will include, but are not limited to:
Excellent flexible working and additional leave benefits including:
* Additional Public Holidays, RDOs
* 5 days additional paid Carers Leave per annum
* Paid Community Service Leave
* 14 weeks paid Parental Leave for both parents
* Access to hybrid work and other flexible options
Health & Wellbeing benefits including:
* Fitness passport
* Access to discounted health fund and health services
* Access to the Employee Assistance program
Remuneration & Hours:
* 35 hour working week
* Reward and Recognition Program
* Entry level salary band 2 plus superannuation - salary will be discussed if your application is progressed
The Opportunity
As the Customer Assistance Officer you will be primarily responsible to undertake collection actions in accordance with policy and procedure, including determining the appropriate action for timely recovery of outstanding debt.
Identification, assessment and treatment of vulnerable customers in accordance with the account assistance support programs.
What you'll do:
* Conducting collection activities for all customer groups in accordance with Hunter Water policies and procedures.
* Conduct customer engagement and sensitive negotiation, through various communication channels, in a fast paced goal oriented team, monitoring adherence to payment plans in accordance with business rules.
* Coordination of debt recovery actions with various internal and external stakeholders eg debt recovery agency
* Identification and assessment of vulnerable customers, from diverse range of backgrounds, in order to provide appropriate support and ensure they remain connected.
* Focus on continuous improvement within own area of responsibility and support the team to strive for innovative, customer focused initiatives.
* Support customers in management of accounts, assistance programs, rebates and payment schemes.
* Maintain timely and accurate records of customer contacts and actions taken in relevant systems for reportable purposes.
What you'll need to be successful:
Essential Criteria:
* Demonstrated relevant knowledge and experience of debt collection processes and vulnerable customer support and associated policies and procedures.
* Applied experience in debt collection and recovery of outstanding monies, including outbound calling
* Demonstrated ability to interact compassionately and effectively with people in a wide range of circumstances
* Experience in a customer service environment
* Proficient in using computer programs such as MS Work, MS Excel and MS Outlook and Teams
* Class C Drivers Licence
Desirable Criteria:
* Knowledge of legal and enforcement processes in debt recovery
* Knowledge of Hunter Waters support programs, tariffs and charges, as well as rebates would be advantageous.
Application Steps:
To be considered for this position applicants must submit a cover letter addressing the Selection Criteria above and provide a current resume.
To view the position description, click here.
Application closing date: 26th January 2026
Interested? Apply Now
Contact: Harry Sansbury Phone:
We are proud to be an Inclusive Employer committed to Inclusion, Diversity & Equity. People with disability, women and Aboriginal and Torres Strait Islander candidates are encouraged to apply. Applicants can request a reasonable adjustment at any stage during the recruitment process by getting in contact with the recruiter.
Employment with Hunter Water Corporation may be subject to pre-employment checks including but not limited to criminal background checks, functional assessment, drug and alcohol testing and psychometric assessment for preferred external applicants.