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2 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Theres No Us Without U. Care with Us, for Today and TomorrowThere''s no life without water, and at Urban Utilities, we live and breathe that knowledge every single day. It''s why our people are so passionate about what they do and how they do it. And it''s why we need people like YOU. Come shape our future with us and make a real and lasting impact across our teams.Your opportunity:This newly created position within Urban Utilities Operations and Maintenance group, reporting to the Customer Compliance Program Lead on an initial 12 month fixed term contract, is dedicated to ensuring the safe and efficient supply of water services to our customers through the operation and maintenance of our water, wastewater, and resource recovery infrastructure.This group plays a pivotal role in delivering on Urban Utilities purpose to Enrich Quality of Life with performance measures through the delivery of critical outcomes of ensuring the safety of our people and customers, protecting public health, protecting the environment, ensuring the provision of the services meets the needs of our customers and minimising the cost of these services in the long runThe primary purpose of this role is to proactively case manage customers who have non-compliant connections to Urban Utilities assets. Success will be achieved by:Leading assigned cases by engaging directly with customers to understand their unique situations, and providing education to resolve property specific storm water discharge non-compliance matters within agreed timeframesApply a strong understanding of relevant Urban Utilities policies, risk profiles, and decision-making frameworks to deliver appropriate, consistent, and fair outcomes.Managing individual cases in accordance with the clearly mapped customer experience journey by setting clear expectations, consistently representing Urban Utilities brand and values, and managing data to support the resolution of assigned cases.Identify and support vulnerable customers, particularly those at risk, by guiding them toward suitable resolution pathways.Collaborate with internal teams to gather information and coordinate case resolutions within agreed service level timeframes.Take ownership of identifying, analysing, and reporting potential systemic issues, recommending improvements that enhance both business processes and customer outcomes.About you:Highly experienced in phone and written correspondence based customer serviceExperience in water, sewerage or other utilities, with an understanding of how non-compliance can impact customers, the community, the environment, and the business.Demonstrated ability to build internal and external stakeholder relationships.Proven experience providing customers with a consistent, high level of customer service in a timely manner.Experience negotiating outcomes directly with customers.Experience managing a high volume of casework, including high-risk and sensitive complaints.Demonstrated ability to work both independently and as part of a team.Experience with Customer Relationship Management (CRM) records and case management systems is desirable.At UU, we celebrate diversity. We genuinely believe that bringing together diversity of thoughts, perspectives and expressions is key and crucial to our success as a business. You might find you meet some, but not all, of the job requirements for this role. Wed still encourage you to apply as we were looking for the right human being for this role - its about so much more than ticking all the boxes!Why Urban Utilities?At Urban Utilities, the work we do is about so much more than the bottom line. We''re a leading provider of world-class drinking water and wastewater services to the vibrant communities of Brisbane, Ipswich, Lockyer Valley, Somerset, and Scenic Rim. As we continue to grow, we''re committed to planning ahead and shaping a sustainable future around water for generations to come.At the core of our work lies genuine care: for our team, our customers, communities, and the environment. From the flush of a toilet to major infrastructure projects and residential developments, we''re dedicated to being there every step of the way.Our HQ is in Fortitude Valley, Brisbane, but you''ll find us all over SEQ - working in cool places like the SAS Laboratory in Darra, field-based depots in Eagle Farm, Acacia Ridge, Bundamba, and wastewater treatment plants dotted across the region.We know the chance to thrive, and progress comes hand in hand with the support to balance work with life. So, youll access an increasingly diverse range of benefits and initiatives thatll help you bring the best you. Speaking of which, heres just a sample of the benefits we offer our team:Generous Salary Packaging options, including novated leasesCorporate discounts across Health insurance, technology and more18 weeks of paid parental leave, 15 days personal leave including two proactive wellbeing days, and an additional day of leave each year to connect with friends and familyFlexibility at UU depends on the type of work you do but could include options such as, 9-day fortnights and flexible days. Talk to us about what flexibility means to you!Urban Utilities is an endorsed employer for all women. See our range of benefits and policies directly at WORK180Visit our website to learn more about us at www.urbanutilities.com.auHow to applyAPPLICATONS CLOSE 9/7/2025Click on the Apply to complete your application.Please note: applicants will be required to undergo a Pre-employment medical, which may include Drug and Alcohol testing, as well as other background checks as part of the recruitment process for this role.For further information please contact our Talent team at careers@urbanutilities.com.auSeniority levelSeniority levelNot ApplicableEmployment typeEmployment typeContractJob functionJob functionCustomer Service and AdministrativeIndustriesUtilitiesReferrals increase your chances of interviewing at Urban Utilities by 2xRisk & Compliance Business Intake OfficerBrisbane, Queensland, Australia 2 weeks agoBrisbane Airport, Queensland, Australia 1 month agoRisk and Compliance Officer - Holy Cross School, WOOLOOWINCompliance Governance Manager Growth OpsBrisbane, Queensland, Australia 15 hours agoBrisbane, Queensland, Australia 1 week agoExpression of Interest_ Governance, Risk and Compliance (GRC) Senior Manager / Principal ConsultantBrisbane, Queensland, Australia 1 week agoBrisbane, Queensland, Australia 4 days agoManager- Third Party Risk Management (Governance, Risk and Compliance)Brisbane, Queensland, Australia 1 day agoBrisbane, Queensland, Australia 1 week agoRegulatory Compliance Specialist Motor ClaimsNorth Lakes, Queensland, Australia 4 weeks agoExpression of Interest_ Governance, Risk and Compliance (GRC)Brisbane, Queensland, Australia 1 week agoBrisbane, Queensland, Australia 1 week agoRegulatory Breach Reporting and Compliance ManagerBrisbane, Queensland, Australia 1 week agoBrisbane, Queensland, Australia 3 days agoPrincipal Governance Officer (Compliance)West Ipswich, Queensland, Australia 9 hours agoBrisbane, Queensland, Australia 8 months agoWere unlocking community knowledge in a new way. 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