Project Overview

The Baucau Municipal Capital Water Supply Project is a key infrastructure initiative being implemented by the Government of Timor-Leste to improve access to safe, reliable, and affordable water services in Baucau Municipality. The project includes the construction of a new water supply system and institutional strengthening support for Bee Timor-Leste, Empresa Pública (BTL, E.P.), the national water utility.

We are seeking an experienced Customer Service and Billing Specialist to support BTL, E.P. in strengthening customer service operations, billing systems, customer satisfaction monitoring, and utility performance reporting.

Main Duties and Responsibilities

- Assess customer service performance, including coverage, customer growth, consumption trends, complaint response rates, water quality, and service continuity.
- Review customer records, meter reading practices, and billing systems.
- Assess the adequacy of data collection and KPI reporting systems.
- Support the design and implementation of annual customer satisfaction surveys.
- Develop Standard Operating Procedures (SOPs) for customer management and billing services.
- Recommend strategies to increase customer connections during the project implementation period.
- Prepare customer service performance reports and improvement recommendations.

Knowledge, Skills and Experience Required

- Master's degree in a relevant field.
- Minimum 13 years of extensive experience in water utility customer services.
- Demonstrated experience in water production cost analysis and/or tariff calculation.
- Successfully completed at least five (5) similar urban water supply and sanitation assignments in a comparable position.
- Minimum six (6) years of professional experience in the Asia-Pacific region.
- Experience in customer satisfaction surveys,



utility performance monitoring, and KPI reporting.
- Experience in Timor-Leste and knowledge of local administrative systems and government organizations will be an advantage.
- Relevant professional training will be considered an advantage.
- Strong communication, analytical, and reporting skills.

Our mission is to provide advice and assistance to today’s global community in the delivery of sustainable infrastructure for tomorrow. As a professional engineering and environmental consultancy, we provide water engineering, environmental engineering, and civil and structural engineering services to both public and private sector clients, mainly in the transportation and infrastructure sectors.

Over the years we have provided services in water and wastewater engineering to authorities serving over five million consumers, and we’ve used our engineering services to help develop over five thousand kilometres of highways, making us one of the most respected consulting engineering practices in Ireland today. We’ve worked in over 20 countries and counting throughout the developing world and our employees have access to a range of major projects in Ireland, the UK, Europe, and Africa.

Nicholas O’Dwyer is part of the RSK Group, a leading integrated environmental, engineering, and technical services business providing dynamic, multidisciplinary services to a wide range of sectors. RSK was founded in 1989 and has grown considerably since then. In fact, Workplace Analyst recently highlighted RSK’s growth commenting, “Few companies in the environmental services sector can claim to be expanding at the same pace as RSK.” Today, RSK Group consists of over 120 businesses and employs over 7,000 specialists. The group is headquartered in the United Kingdom and has an established presence in more than 40 countries around the world.

📌 Customer Service and Billing Specialist (Australia)
🏢 RSK Group
📍 Australia