Customer Resolution Representative

• Belong, learn and grow with a team that has your back
• Enjoy your days at work – and your days off, with extra public holidays and RDOs
• Create connections with customers and community at the heart of all we do

We are seeking a Customer Resolution Representative to join our Customer Care & Support Team in an ongoing position.

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.

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.

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

Health & Wellbeing benefits including:

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

Remuneration & Hours:

• 35 hour working week
• Reward and Recognition Program
• Base salary up to $91,856 plus 12% Superannuation (Salary will be commensurate with the successful candidate’s skills and experience)

The Opportunity

As the Customer Resolution Representative you will primarily be responsible for leading the investigation and resolution of customer complaints, claims and escalated customer matters.

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

Essential Criteria

• 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-solving and 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 to maintaining accurate records and high-quality documentation.
• Demonstrated commitment to continuous improvement, learning and improving customer and business outcomes.
• Proficiency using customer management systems, electronic records management systems and Microsoft 365 applications.
• Qualifications, skills, experience

Desirable Criteria

• 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, government agency or 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.

Application Steps

To be considered for this position applicants must submit a cover letter addressing the Selection Criteria above and provide a current resume.

Please click to view the Position Description

Application closing date: Friday 14 August 2026

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. Applicants can request a reasonable adjustment at any stage during the recruitment process by getting in contact with the recruiter.

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