• Drive customer-centric resolutions and make a real community impact
• Collaborate across teams to solve complex issues
• Enjoy flexible work options and a supportive, inclusive culture

About us: Unitywater operates in one of Australia’s most exceptional environments in terms of natural beauty, geographical and demographic breadth. Proudly providing safe and reliable water to customers in Moreton Bay, Sunshine Coast and Noosa, we are a water utility serving one of the fastest growing regions in the country.

We think a pretty good job starts here.

About the role: As a key member of the Customer Relationships team, the Senior Customer Resolutions Officer will play a vital role in resolving customer issues and enhancing the overall customer experience. You will engage directly with the customer to manage complaints and matters received via a range of channels including mail, email, phone and in person, ensuring they are addressed in a timely, fair, and empathetic manner.

This role works closely with internal stakeholders across Unitywater to investigate and resolve complex issues, prepare professional written responses, and represent the voice of the customer. You’ll identify customer trends and insights, contribute to policy and process improvement, and help shape service excellence across the organisation.

You will also collaborate on the development of targeted service enhancements and ensure accurate information management and record keeping to support complaint resolution processes. This is an exciting opportunity to contribute to a customer-first culture through both direct service and continuous improvement initiatives.

About you: Our One Unitywater behaviours - Create the Future, Care Together, and Own It – define how we work together at Unitywater. To contribute to this, you will demonstrate the following skills and qualities for the role:

• Considerable experience leading or working in a multi-channel contact centre or customer-facing environment with high volumes and complexity
• Demonstrated experience managing customer complaints or escalations, with the ability to investigate, analyse and resolve issues effectively
• Strong written communication skills with the ability to tailor messages to different audiences and contexts
• Proven ability to work both independently and collaboratively across teams to achieve customer-focused outcomes
• Excellent time management and organisational skills, with the ability to prioritise effectively and meet deadlines under pressure
• A proactive mindset, with a passion for continuous improvement and enhancing customer experiences
• Experience using information management and record keeping systems, with strong attention to detail
• Knowledge of the water industry or a regulated utility environment is desirable

Working at Unitywater: We recognise that people are the essence of the water sector, and each team member provides the leadership, vision and skills that drives and delivers actions for our customers and communities.

We are committed to fostering a workplace that is diverse and inclusive, where you feel connected, are safe to be yourself and supported to be the best version of yourself.

As a Unitywater team member you will enjoy a range of benefits:

• Flexibility: We value flexibility and support work-life balance with hybrid and flexible working, purchase annual leave and access to floating public holidays. Tell us what this looks like for you!
• Wellbeing: We offer several initiatives to support your wellbeing, such as: discounted private health insurance, salary packaging, employee assistance program, and access to discounts and benefits from a range of retailers.
• Learning and Development: We understand the importance of learning and offer a range of opportunities to feed your curiosity such as: Walk on Country with Traditional Custodians, study assistance, and access to a dedicated learning program and professional memberships.
• Extras: We understand the importance of connection and support you to care together by offering access to employee network groups focused on First Nations Reconciliation, LGBTIQ+, CALD, Gender, Life stage diversity, and accessibility.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. We strive to have a workforce that reflects the diversity of the community we serve and encourage all suitable applicants to apply for this role.

When you apply, we welcome you to tell us your pronouns and any reasonable adjustments you may need during the interview process.

If you would like to speak to a team member about our commitment to diversity and inclusion, please contact our Inclusion Specialist emma.guest@unitywater.com or Reconciliation Action Plan Advisor rebecca.williams@unitywater.com

Additional information:

• We are proud to be recognised as an employer of choice for women by WORK180.
• We are proud members of Pride in Diversity and Australian Disability Network.
• We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.

How to apply: Please apply online following the links, and make sure to upload your up-to-date CV.

If you’re successful we will need you to undergo a few checks…. We know they might not be the fun part, but you will need to confirm your right to work in Australia and complete relevant pre-employment checks, including verification of criminal history, drivers licence and driving history, alcohol and other drug screening. Applications close: COB Thursday 7th August 2025 For further information please contact the Careers team at careers@unitywater.com

Unitywater respectfully acknowledges the Traditional Custodians of the lands and waterways in which we live, work and operate, the Kabi Kabi, Jinibara and Turrbal peoples. We honour their enduring connection to these places and their deep cultural, spiritual and environmental knowledge and stewardship over the waterways that sustain us all. We pay our deepest respects to Elders past and present, who hold the wisdom, traditions and stories of their people.