Contact Centre Representative

About the role

Chandler Macleod's Business Support team is recruiting contact centre representatives for Hunter Water, which delivers drinking water, wastewater, recycled water and some stormwater management to more than 600,000 residents and businesses in the Lower Hunter region. The position is based in Newcastle with hybrid arrangements once trained, on a part-time ongoing casual contract of 4 half-day shifts per week (8am to 1pm or 12pm to 5pm).

Key responsibilities

• Provide consistent, high-quality customer service by answering first-contact enquiries across voice, digital and email channels, including face-to-face interactions in the Customer Service centre.
• Navigate complex enquiries and escalate more complex matters so they are resolved promptly, keeping customers updated.
• Proactively look for ways to improve the customer experience and exceed expectations.
• Take an interest in the centre and in individual performance to meet customer satisfaction and performance targets.
• Take part in regular quality assessments and operational and performance discussions, and support continuous improvement.
• Use systems, technology and telephony tools to triage, refer or escalate work.

Required profile

• At least 1-2 years' experience in a contact centre or customer service role across voice, digital, email and face-to-face channels, with proven first-contact resolution and meeting of customer service targets.
• Ability to interpret complex data and explain it clearly to customers.
• Confident using multiple systems, platforms and telephony tools to find information quickly.
• Reliable attendance and willingness to work from the office on scheduled days.

What we offer

• A supportive team environment and a modern harbourside office.
• Hybrid arrangements once trained.
• Opportunity to move to permanent employment.