Customer Leak Officer

Who are we?

We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.  

The role

The Customer Leak Officer plays a key supporting role within the Customer Leak team, working alongside and under the direction of the Customer Leak Lead to deliver the end-to-end Continuous Flow process. This role contributes to the identification, investigation, and resolution of customer-side leaks, helping to reduce non-revenue water and enhance customer experience.

This is a 12 month maximum term role until August 2026.

Key responsibilities:

• Maintain process documentation, standards, KPIs, reporting and performance metrics.
• Assist in identifying inefficiencies and contribute to continuous improvement initiatives.
• Support in the resolution of all process-related queries and escalations.
• Communicate clearly and with care to our customers via telephone, email and mail.
• Respond to complex customer cases and complaints (incl. EWOV) where required.

Who are you?

• Customer focus – ability to work with customers including establishing and maintaining effective relationships building their trust and respect.
• Knowledge of systems, data integration and processes to enable troubleshooting of Continuous Flow issues.
• Ability to read and interpret technical documents including legislation, standards, codes of practice and technical specifications.
• Ability to manage various stakeholders and customers with varying deadlines and priorities
• Excellent problem-solving skills.
• Demonstrated ability to produce clear and correct written business correspondence and to communicate clearly with stakeholders and customers.

What's in it for you?

Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.   

South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities. 

As a SEW employee, you can enjoy the following offerings from our benefits package: 

• Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks.  
• Life insurance and salary continuance. 
• Additional leave offerings, such as cultural and ceremonial leave and study leave.  
• Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, an onsite cafe, and free parking. 
• Opportunity to be part of great initiatives involving the local community  

This role is remunerated at a Level 2 which is between $84,497 and $91,380 + super and offers are commensurate with the successful candidates' experience.
 

We're for everyone

Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.  

We are deeply committed to Diversity, Inclusion, and Belonging, and we encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, people with disability and jobseekers of all ages and cultures. We aim to provide an inclusive, accessible workplace where everyone is welcome, safe, and celebrated. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please reach out to our Talent team at careers@southeastwater.com.au. 

Keen to make an impact?

Click here to check out the position description. We're accepting applications for this exciting opportunity until Tuesday 26th August 2025!

To be considered for this opportunity, you must hold unrestricted working rights for the period of employment at the time of application.  Successful candidates will also be required to undergo a number of pre-employment checks, including a police records check 

South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required. 

Visit southeastwater.com.au to learn more about us and how we serve our customers.