About the Company

SA Water is a successful, modern water utility wholly owned by the Government of South Australia. We employ more than 1,700 people across a broad range of disciplines who operate more than $14 billion worth of infrastructure to deliver essential water and sewerage services to more than 1.8 million South Australians.

We operate in a geographically and climatically diverse service area, with sites and locations from Ceduna through to Port Augusta, the Anangu Pitjantjatjara Yankunytjatjara (APY) Lands, across to the Riverland, down to Mount Gambier, and most places in between.

Our strength and expertise have been shaped by our history. For more than 165 years, South Australians have depended on us to innovate and deliver efficient and sustainable water services. With nationally and internationally recognised industry expertise, we’re focused on understanding and meeting our customers’ expectations.

As well as safely delivering smart and reliable services for our customers of today, we innovate to shape the water solutions of the future that will support thriving economies and healthy communities.

We are driven by our values; we value our people, we do work that matters, we keep it real, we know that our work has impact and we are future focussed. Staying true to our values ensures that we consistently deliver positive outcomes for all South Australians.

About the job

As a Customer Care Centre Officer, you’ll be the first point of contact for SA Water customers across a range of channels—including phone, webchat, email, and face-to-face. You’ll deliver accurate, timely information and resolve enquiries with confidence and care, all while promoting SA Water’s initiatives. From billing and account queries to meter allocations, trade waste, property concerns, and water quality issues, you’ll handle a wide variety of customer interactions with professionalism and a commitment to first-contact resolution.

You’ll handle a variety of enquiries, including complex calls, by listening actively, resolving issues promptly, and escalating when needed, all while maintaining clear communication and ownership of the customer experience.

We’re looking for passionate, customer-focused individuals who thrive in a fast-paced call centre environment, adapt well to change, and are driven to make a positive impact. If you’re ready to support your community and deliver service that truly matters, we’d love to hear from you.

About the Person

Our ideal candidate is a confident and empathetic communicator with a passion for helping others. You thrive in fast-paced environments, work well within a team, and consistently deliver high-quality service under pressure. With strong attention to detail, excellent data entry skills, and a proactive mindset, you’re committed to resolving customer issues efficiently while contributing to a positive and collaborative workplace culture.

What to look forward to as a Customer Care Centre Officer

• Be part of a connected and supportive team, where you’ll collaborate with experienced colleagues who share your commitment to delivering great outcomes.
• Be nominated for a Peer of the Month award for exceptional teamwork.
• Staff who go above and beyond their KPI goals are eligible for further recognition and rewards.
• Ongoing training and development
• Ability to work from home, once you’re up and running and settled into the role
• Staff can access a 9‑day fortnight arrangement once they consistently meet their KPIs and the required criteria are achieved.
• Monthly birthday and service celebrations
• Be a part of the Culture Club
• Staff are eligible for overtime
• A modern Adelaide CBD office, featuring a central atrium and public plaza, plus opportunities to work from our Happy Valley Reservoir office location.

About Customer, Community and Engagement

The Customer, Community and Engagement group drives customer outcomes by delivering exceptional experiences and tailored solutions that grow business, revenue, and the state economy, while actively engaging with communities, and collecting valuable feedback.

In addition, your responsibilities will include:

Fostering trust with our people, customers and community by providing expert advice and service that ensure we effectively communicate and engage audiences with our business strategy and its delivery across South Australia, every day.

You will:

• Deliver high-quality service by resolving customer enquiries at first contact
• Escalate complex issues appropriately while maintaining ownership of the customer experience
• Promote and educate customers on SA Water initiatives
• Maintain accurate data entry and eliminate re-work through effective questioning
• Meet performance targets including quality assessments, handle times, and roster adherence
• Contribute to continuous improvement by identifying opportunities for better ways of working
• Build strong relationships across the organisation and participate in ongoing self-development

Your success in this role will come from:

• Strong customer service focus with excellent verbal and written communication skills
• Ability to work collaboratively in a team environment
• High attention to detail and ability to maintain quality under pressure
• Initiative and problem-solving skills to analyse and prioritise customer needs
• Proficiency in desktop applications and databases (desirable)
• Negotiation, comprehension, and retention skills (desirable)

• Deliver high-quality service by resolving customer enquiries at first contact
• Escalate complex issues appropriately while maintaining ownership of the customer experience
• Promote and educate customers on SA Water initiatives
• Maintain accurate data entry and eliminate re-work through effective questioning
• Meet performance targets including quality assessments, handle times, and roster adherence
• Contribute to continuous improvement by identifying opportunities for better ways of working
• Build strong relationships across the organisation and participate in ongoing self-development

• Strong customer service focus with excellent verbal and written communication skills
• Ability to work collaboratively in a team environment
• High attention to detail and ability to maintain quality under pressure
• Initiative and problem-solving skills to analyse and prioritise customer needs
• Proficiency in desktop applications and databases (desirable)
• Negotiation, comprehension, and retention skills (desirable)

• Confident and empathetic communicator
• Passion for helping others
• Ability to thrive in fast-paced environments
• Ability to work well within a team
• Ability to consistently deliver high-quality service under pressure
• Strong attention to detail
• Excellent data entry skills
• Proactive mindset