Customer Experience Representative – Talent Pool

About the role

Sydney Water is seeking enthusiastic Customer Experience Representatives to join its Contact Centre Talent Pool. This 12‑month fixed‑term role offers the chance to be the first point of contact for customers, helping them with billing, faults and general enquiries while delivering a positive experience.

Key responsibilities

• Answer inbound calls and assist customers with billing queries, fault reporting and general information.
• Use active listening to understand issues and work towards first‑contact resolution.
• Accurately capture details in systems and keep records up to date.
• Collaborate with teammates, share knowledge and contribute to a supportive team environment.
• Maintain composure under pressure and provide empathetic, professional service.

Required profile

• Previous experience in a high‑volume contact centre environment (e.g., water services, utilities, telecommunications, insurance, hospitality).
• Strong communication and listening skills with a respectful, warm style.
• Ability to ask probing questions, solve problems quickly and guide conversations to effective outcomes.
• Emotional intelligence and empathy, especially during challenging interactions.

Required skills

• Warm, respectful communication style.
• Excellent questioning and problem‑solving abilities.
• Ability to stay calm under pressure and think quickly.

What we offer

• EA3E salary $81,494.94 per year plus superannuation and leave loading.
• 38‑hour work week with a rostered day off each month.
• Fixed‑term 12‑month contract with potential for permanent employment.
• Workplace located at Parramatta Square with easy access to train and bus services.