Customer Solutions Officer

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Description:
Overview of role:
This role is part of the Revenue Services team and reports to the Revenue Services Coordinator.

The focus of this role is to:

• Provide a positive and professional customer experience
• Provide expert advice to internal and external stakeholders
• Undertake a core range of activities in a timely, professional & customer focused manner.
• Help identify business improvements and risk control
• Contribute to a safe workplace and sustainable environment

Key Responsibilities:
As our Customer Solutions Officer, you’ll be accountable for:
Providing specialist advice and resolving enquiries for both internal and external parties
Act as the first level of escalation point for customer billing enquiries
Providing a high standard of support to customers on matters relating to billing, rating and debt enquiries. Taking responsibility for any required follow-up.
Coordination and undertaking of daily functions including the processing of:
Acquisitions & Dispositions
Information Statements
Residential & Commercial Tenancies
Property Connections & Applications
Meter Read Validation
Invoicing of Residential, Non-Residential, Major Trade Waste, Rural and Scheme accounts.
Explain complex billing or property service matters to customers in a clear and concise manner, and accurately record all transactions
Being the first point of contact for organisational policies, procedures and industry regulations in respect to billing.
Effectively and efficiently responding to phone, counter, email and mail contacts

About you:
Substantial work experience and/or qualifications which may be acquired through:

• Secondary Education
• Vocational education to the standard of Certificate III/IV
• Vocational education to the standard of Certificate III/IV
• Minimum Year 12 education or Certificate III in Business/Finance qualification
• Relevant experience in an administration or finance position
• Proven ability to understand, Investigate, resolve and explain complex issues from both a customer and business perspective
• Demonstrated experience in managing difficult customers and responding to escalated customer matters in a timely and effective manner
• Demonstrated competency in keyboard & data entry skills and attention to detail

Sound like you? We’d love to hear from you.

Learn more in the position description

Salary:
The salary and conditions for this position will be as per the Coliban Water Enterprise Agreement 2021 Band 2: $62,475-$72,897+ superannuation salary range will be offered to the successful candidate commensurate with their skills and experience. This role is a Fixed term position.

Enquiries:
For further information please contact Lauren Armstrong on 0487 111 305 or via email at Lauren.armstrong@coliban.com.au

To apply, please submit your resume and cover letter by COB Thursday 2 April 2026.

Why join us?

At Coliban Water our people are on a mission to create a better life for our customers and communities – now and tomorrow.

We love what we do and our location in the centre of a region that takes in 49 towns from Trentham to Echuca.

Our commitment to inclusion means you’ll feel at home here no matter who you are, who you love, or what you stand for. As part of the team you receive a monthly accrued day off, time off over Christmas, the flexibility to shape your work to suit your lifestyle, and generous parental, carer and workplace study leave policies.

At Coliban Water we balance a small team rhythm with the reach and resources of one of the largest Victorian regional urban water corporations.

What are you waiting for? We’d love you to join us.

Applicants will need to successfully complete all core training requirements in the expected timeframes and may be required to undertake a Police Check, Working with Children Check, Pre-Employment Medicals or Psychometric testing where applicable. Applicants may also be required to produce evidence of their Right to Work in Australia.

We welcome applications from individuals of all abilities. We are committed to creating an accessible and inclusive workplace for everyone, including people with disabilities and diverse abilities. If you need any support during the application process or would like to discuss interview adjustments, please contact Lauren Armstrong on 0487 111 305 or via email at Lauren.armstrong@coliban.com.au.

Please indicate any adjustments (administrative, environmental, or procedural) you may need to effectively participate in the recruitment process and/or carry out the requirements of the role you are applying for.

Please note that applicants may be contacted prior to the closing date of this advertisement.