Internal Opportunity – secondment - 2nd March to 22nd May 2026
Business Unit: Customer Experience
Location: Flexible
Remuneration: EA Level 4
Reports to: Customer Assurance Manager
As part of the Customer Experience Branch, the Customer Assurance Officer supports Customer Service operations by ensuring customer and Unitywater compliance while contributing to the delivery of Unitywater’s strategic objectives. The role focuses on achieving excellence in customer service while maintaining compliance with regulatory requirements across standpipes, recycled water, water carriers and other non-regulated revenue customer segments.
Key Responsibilities
- Assess, prepare and issue agreements for standpipe, water carrier and recycled water customers.
- Ensure customer compliance with agreement and regulatory requirements, including certifications, permits, insurance, training and approved water use.
- Support audits of recycled water connected customers and investigate escalated compliance breaches, including water theft.
- Manage customer enquiries and communications in a timely manner.
- Prepare and analyse data to support billing, security deposit refunds and reporting (including SWIM and BOM).
- Conduct reviews of customer information across systems, including Avdata and Unify.
- Contribute to reviews of applicable fees and charges.
- Liaise with Customer and Community teams, regulators, councils and other stakeholders.
- Identify and contribute to process improvements that enhance compliance, efficiency and customer outcomes.
- Role model WH&S requirements and participate in safety audits and inspections.
About You
Mandatory requirements:
- Demonstrated customer service and relationship management experience in a commercial environment.
- Current C Class Driver’s Licence.
You will also bring:
- Strong attention to detail and ability to manage accurate data and compliance records.
- Proven ability to analyse and resolve complex customer or compliance issues.
- Understanding of relevant legislation and standards.
- Strong communication and relationship management skills.
- A proactive, outcomes-focused approach to continuous improvement.
Closing date: Wednesday 28th January 2026
