Description:
Our Business
Working at TasWater isn't just a job; it's an opportunity to deliver social, environmental, and economic benefits for Tasmania today, and tomorrow.
Our talented workforce of over 950 employees keeps Tasmania thriving by providing exceptional water and sewerage services to over 460,000 customers every day.
We have a bold and ambitious future, inspired by our vision to unlock water’s full potential, and centred on our customers and communities, our people and partners, the environment, and our collective water future.
Over the coming 5 years we’re investing $1.9 billion to ensure a safe and secure water future for a growing Tasmania, and we will make great steps towards our aspirations of net zero carbon emissions and towards zero waste. Visit our website or YouTube channel to learn more.
The Role
TasWater is looking for a Fault & Emergency Customer Service Officer to join our team. In this vital role, you’ll support the coordination of essential water services and provide timely, empathetic responses to customers during fault and emergency situations.
This position combines customer interaction, service dispatch, and collaborative problem-solving to ensure the delivery of safe and reliable services across Tasmania.
In this role, you will:
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Provide excellent service across various channels, including phone, email, web, and in-person interactions—especially during urgent or emergency situations
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Prioritise and dispatch service requests to field teams using tools such as Maximo, Gentrack, and PureCloud, while meeting performance and regulatory standards
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Communicate clearly and effectively with customers and stakeholders during unplanned service interruptions, ensuring they feel informed and supported
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Collaborate with colleagues across departments to maintain a smooth and consistent customer experience in a team-oriented environment
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Keep accurate records, process requests (including 56ZQ certificates), and follow up on work orders to ensure timely resolution of issues
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Contribute to continuous improvement by developing helpful tools, sharing knowledge, and participating in professional development opportunities
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Support and promote a safe workplace by following all health and safety procedures and taking responsibility for your own safety, the safety of others, and the broader community.
For a full copy of the position description, please visit our website.
What we're looking for
We’re seeking a motivated and customer-focused individual who can remain calm under pressure, think critically, and communicate effectively. The ideal candidate will bring a positive attitude, strong attention to detail, and the ability to work both independently and as part of a team.
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Proven experience in a contact centre or operational support role
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Strong problem-solving and decision-making skills with the ability to interpret and act on information effectively
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Excellent verbal and written communication skills
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Ability to prioritise tasks and meet performance targets and regulatory deadlines
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High level of computer literacy across various systems and applications
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Flexibility to work independently, including remotely, and on weekends if required.
Why TasWater
Across our multi-disciplinary organisation, we are serious about enhancing the skills and careers of our team members. When you join TasWater, you join a company that offers career development pathways, training courses, and access to subject matter experts.
We are continuing to build an inclusive workplace and workforce that truly represents the Tasmanian community that we serve. We value diversity in all its many forms and welcome a range of perspectives and identities to enrich the way we work and what we do.
We take pride in being acknowledged as an employer of choice for women by WORK180. Visit the Work180 website to view our benefits and policies, such as 18 weeks of paid parental leave for all parents regardless of tenure and with full superannuation contributions. We’re continuing to work on future benefits through a dedicated Employee Experience team.
The Details
This role will be based in Devonport and attracts a salary of $78,406.74 - $82,762.66 (inclusive of superannuation), negotiable dependent on experience.
Ready to apply? Simply include a CV/resume and a 1–2-page cover letter telling us how your experience matches ‘What we are looking for’ and how you connect to our TasWater Values and vision.
If you would like to learn more about this role or have a confidential conversation, please contact David Roberts – Manager Operational Plans and Monitoring at david.roberts@taswater.com.au.
Our applications will be closing on Monday, 5th May at 10:00 AM