- Get the balance right with flexible 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 anindividual'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 chance 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 Waterwe 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 additionalpaid 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 Assistanceprogram

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 investigationand resolution of customer complaints, claims and escalated customermatters. The role partners with internal and external stakeholders to deliverfair, timely and customer-focused outcomes, while ensuring compliancewith regulatory obligations and contributing to continuous improvement ofcustomer experience, complaint management practices and businessprocesses.

What you'll do:

- Manage customer complaints, claims and escalatedcustomer matters frominitialassessment through to resolution,ensuring investigations are thorough,timely, evidence-based and alignedwith Hunter Water's policies, customercommitmentsand regulatoryobligations.
- Lead responses to external dispute resolution bodies,including EWON, Ministerial and Member of Parliament enquiries, while buildingeffective relationships with internal and external stakeholderstofacilitateinvestigations, influence outcomes and resolve complexcustomer matters.
- Advocate for fair and customer-focused outcomes bybalancing customer needs with operational, regulatory,commercialandorganisational requirements. Exercise sound judgement when making decisionsinvolving complex, sensitive or high-risk matters, including vulnerablecustomers.
- Maintain highstandards of complaint quality, privacy, documentation andcompliance while identifying emerging risks and supporting HunterWater's governance and regulatory obligations.
- Identifycomplaint trends,systemicissuesand customer insights to recommend and supportimprovements to customer experience, complaint handling practices,businessprocessesand organisational performance.
- Contribute to a culture of continuous learning bysharing knowledge, supportingcolleaguesand promoting consistentcomplaint 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 written and verbal communication skills, with the ability to communicate complex or sensitive information clearly, professionally and with empathy.
- Highly developed analytical,problem-solvingand critical thinking skills, with the ability to assess information, exercise sound judgement and make balanced decisions.
- Strong organisational and time management skills, with the ability to manage competing priorities, work independently and consistently meet service standards.
- Proven ability to build collaborative working relationships and effectively influence stakeholders to achieve positive customer and business outcomes.
- Demonstrated resilience, professionalism and sound judgement when managing complex, sensitive or high-risk customer matters.

- Strong attention to detail and commitment tomaintainingaccuraterecords andhigh-qualitydocumentation.
- Demonstrated commitment to continuous improvement, learning and improving customer and business outcomes.
- Proficiencyusing customer management systems, electronic records managementsystemsand Microsoft 365 applications.

- Formal qualifications or recognised training in complaint management, investigations, dispute resolution, customer experience or managing unreasonable customer conduct.
- Experience managing complaints or claims referred to external dispute resolution bodies or regulatory agencies.
- Experience in a customer service, complaints or case management within a water utility, governmentagencyor regulated service environment.
- Knowledge of relevant legislative and regulatory frameworks and the water industry operating environment.
- Experience analysing complaint data and contributing to continuous improvement initiatives.
- Technical knowledge of water and wastewater infrastructure and operational processes.
- Experience using enterprise customer, operational and records management systems.

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.

Employment with Hunter Water Corporation may be subject to pre-employment checksincluding but not limited to criminal background checks, functional assessment,drug and alcohol testing and psychometric assessment for preferred externalapplicants.

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