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Customer Solutions Officer

2024-03-10 06:41   Jobs   Mitchell Park   14 views Reference: 48

Location: Mitchell Park

Salary: Contact us

Customer Solutions Officer


Mitchell, Canberra ACT

2 years Maximum-Term, Full-Time

Level 3 Zone B

$97,228 - $112,115+ 15% super

The Opportunity:


Icon Water has an exciting opportunity for an individual with exceptional interpersonal and customer service skills to join our fantastic team within Customer Engagement Group.


The Customer Solutions Officer role has primary responsibility for providing high level customer service, dispute resolution, enquiry management and application assessment for Icon Water’s customers. 


Your day will primarily involve servicing the Icon Water Canberra community by: 


Providing friendly, timely and accurate resolution of customer service requests in line with customer service KPIs and organisational customer experience expectations.

Sourcing technical and operational information and advice, to resolve enquiries, complaints and applications.

Administering case management activities to resolve customer complaints, enquiries and applications.

Administering and coordinating approvals for applications to discharge non-domestic waste to the sewerage system, ensuring compliance with relevant procedures and guidelines.

Participating as a member of a rostered after hours call-out team.

Preparing high quality correspondence.

Complying with legislative and contractual obligations.

Building and maintaining key stakeholder relationships, both internal and external.

Developing and maintaining effective and collaborative working relations to achieve outcomes.

Ensuring records are maintained at a high level of accuracy and quality control.

Utilising information technology and other evolving technologies in the workplace to achieve efficiency.

Participating in the implementation of improved work practices and processes.

Escalating emergency situations in accordance with defined processes.

Providing a range of administrative support activities to all areas of Icon Water.

Our ideal candidate will possess:


SOCAP Complaints Professional certification is highly desirable.

Demonstrated experience in negotiation of complex issues and customer dispute resolution.

Demonstrated experience in providing high level communications across a broad spectrum of stakeholders.

Demonstrated experience in communicating effectively and sensitively with vulnerable people.

Proven ability to ‘self-start’ and organise a complex workload and work to strict deadlines.

Experience in influencing and gaining the cooperation of teams or individuals to meet objectives.

Knowledge and understanding of the application of legislation, codes and contracts.

Demonstrated experience in the use of Microsoft applications, including word and excel.

Why work with Icon Water?


At Icon Water we offer great employee benefits, flexible working options and career development opportunities. 


We offer attractive remuneration, income protection insurance, purchased leave scheme to take additional annual leave each year, employee awards programs, an equity and diversity network, free gym membership, an employee assistance program, paid parental leave, salary sacrifice options, free flu injections and study assistance.


Apply now:


If this role takes your interest, please log on to our recruitment portal and:


Submit your resume & cover letter via our recruitment portal clearly addressing how you meet the requirements of the role.


For more information about this role contact Ann Avenell on


Closing date – 19 March 2024

Additional Details

Start Date
Work Type
Icon Water Limited, trading principally as Icon Water, is a water and wastewater public utility that is an Australian Capital Territory-owned corporation. The company provides drinking water and wastewater services to the ACT. Icon Water is also a 50% owner of ActewAGL, a multi-utility provider of electricity and gas services in the ACT and south-east New South Wales. Icon Water Limited is also the owner of Bendora Dam, Corin Dam (further upstream), Cotter Dam (further downstream) and Googong Dam in New South Wales. Water is gravity fed to Canberra via the Bendora Gravity Main and pumped from Googong Dam. Icon Water operates, and maintains 50 service reservoirs, 25 pump stations, 2 water treatment plants, 27 sewage pumping stations, 4 sewage treatments plants, over 3,400 km of sewer pipelines and over 3,400 km of water pipelines.