- Get the balance right with adaptable working, no matter the role
- Belong, learn and grow with a team that has your back
- Create connections with customers and community at the heart of all we do

An additional opportunity has recently become available for a Customer Resolution Representative. This role is responsible for leading the investigation and resolution of customer complaints, claims and escalated customer matters. The role partners with internal and external stakeholders to deliver fair, timely and customer-focused outcomes, while ensuring compliance with regulatory obligations and contributing to continuous improvement of customer experience, complaint management practices and business processes.

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
- Fitness passport
- Access to discounted health fund and health services
- Access to the Employee Assistance program

Remuneration & Hours:

- Reward and Recognition Program
- Salary up to $80,026 + Superannuation (Salary offered will be based on the skills & experience of the successful candidate)

The Opportunity

As the Customer Resolution Representative you will be responsible for leading the investigation and resolution of customer complaints, claims and escalated customer matters. The role partners with internal and external stakeholders to deliver fair, timely and customer-focused outcomes, while ensuring compliance with regulatory obligations and contributing to continuous improvement of customer experience,



complaint management practices and business processes.

What you'll do:

- Manage customer complaints, claims and escalated customer matters from initial assessment through to resolution, ensuring investigations are thorough, timely, evidence-based and aligned with Hunter Water's policies, customer commitments and regulatory obligations.
- Lead responses to external dispute resolution bodies, including EWON, Ministerial and Member of Parliament enquiries, while building effective relationships with internal and external stakeholders to facilitate investigations, influence outcomes and resolve complex customer matters.
- Advocate for fair and customer-focused outcomes by balancing customer needs with operational, regulatory, commercial and organisational requirements. Exercise sound judgement when making decisions involving complex, sensitive or high-risk matters, including vulnerable customers.
- Maintain high standards of complaint quality, privacy, documentation and compliance while identifying emerging risks and supporting Hunter Water's governance and regulatory obligations.
- Identify complaint trends, systemic issues and customer insights to recommend and support improvements to customer experience, complaint handling practices, business processes and organisational performance.
- Contribute to a culture of continuous learning by sharing knowledge, supporting colleagues and promoting consistent complaint handling practices across the organisation.

What you'll need to be successful:

- Demonstrated experience investigating and resolving complex customer complaints, claims or escalated customer matters in a customer-focused environment.
- Excellent writ

📌 Customer Resolution Representative (Newcastle)
🏢 Hunter Water
📍 Newcastle