Customer Support Coordinator

Overview of role:

The Customer Support Coordinator, reporting to the Manager Customer Care & Support, leads the Customer Solutions team and oversees day-to-day billing operations, ensuring efficient, accurate, and customer-focused service delivery, while acting as the subject matter expert for billing products and services in the Customer Experience Platform (CXP).

The role plays a critical part in driving and supporting billing integrity and accuracy across Coliban Water’s customer base while also contributing to high-quality customer and stakeholder experiences, ensuring efficient, and customer-focused service delivery both internally and externally.

The role will be instrumental in developing and driving a cross-skilling culture that promotes staff development to achieve a flexible and proactive workforce across customer support operations. The role works closely with internal teams, external partners, and stakeholders to improve processes, support system and product changes, and deliver practical solutions. It also drives team capability through training, knowledge transfer, and continuous improvement initiatives and incident management as required.

Key Responsibilities:

• Lead and coordinate the day-to-day operations of Billing / Customer Operations / Contact Centre functions to deliver efficient, compliant, and customer-focused services.
• Monitor operational performance, workloads, service levels and customer demand, ensuring resources are effectively allocated and performance targets are achieved.
• Oversee the delivery of consistent, high-quality customer service across all customer contact channels.
• Manage customer transactions, case management, account maintenance, connections, billing adjustments, and complex enquiries through the Customer Experience Platform.
• Provide operational oversight of billing activities to ensure the accurate and timely generation of customer accounts, invoices, adjustments, and associated transactions.

About you:

• Minimum tertiary education and or relevant experience in a finance/billing coordination or management position.
• Experience with using Enterprise Customer Management or Billing Management applications such as Salesforce, SAP or Oracle
• Demonstrated experience in managing difficult customers and responding to escalated customer matters in a timely and effective manner.

In addition to the qualifications and experience specified above, you will be required to meet the following criteria:

• Ability to understand, analyse, resolve and explain complex issues from both a customer and business perspective.
• Demonstrated competency in keyboard & data entry skills, literacy and numeracy skills, and attention to detail.
• Demonstrated experience leading successful teams
• Demonstrated knowledge of water industry regulatory framework, including compliance and regulatory reporting requirements.
• Ability to identify, initiate, develop and implement new initiatives in a constantly changing environment.
• Demonstrates a strong commitment to delivering positive customer outcomes and exceptional service experiences
• Provides visible and supportive leadership that fosters accountability, engagement, and high performance.
• Coaches and develops team members to build capability, resilience, and confidence.
• Creates an environment where people feel valued, supported, and empowered to succeed.
• Knowledge in billing system accuracy with experience in compliance and billing integrity

Sound like you? We’d love to hear from you.

Learn more in the position description

Salary:

The salary and conditions for this position will be as per the Coliban Water Enterprise Agreement 2021 Band 4 $93,548-$112,895 + superannuation salary range will be offered to the successful candidate commensurate with their skills and experience. This role is a Fulltime Ongoing position.

Enquiries:

For further information please contact Lauren Armstrong on 0487 111 305 or via email at Lauren.armstrong@coliban.com.au

To apply, please submit your resume and cover letter by Thursday 24th September.

Why join us?

At Coliban Water our people are on a mission to create a better life for our customers and communities – now and tomorrow.

We love what we do and our location in the centre of a region that takes in 49 towns from Trentham to Echuca.

Our commitment to inclusion means you’ll feel at home here no matter who you are, who you love, or what you stand for. As part of the team you receive a monthly accrued day off, time off over Christmas, the flexibility to shape your work to suit your lifestyle, and generous parental, carer and workplace study leave policies.

At Coliban Water we balance a small team rhythm with the reach and resources of one of the largest Victorian regional urban water corporations.

What are you waiting for? We’d love you to join us.