Consultant, Community & Care

• Permanent Full Time & Fixed Term Full Time (Until May 2027)
• $87,093 + super
• Footscray or Sunbury location| hybrid

About Greater Western Water

We’re water… and more.

GWW is a Victorian government owned water corporation that provides an essential service to some of the fastest-growing communities in Australia, stretching from Melbourne’s CBD to Lancefield in the north and Bacchus Marsh in the west. Click here to learn more

Benefits

• We embrace flexibility and connection with a balance of on-site and WFH
• Free onsite parking (subject to availability)
• Gender neutral, 16-week parental leave available from commencement
• Monthly work life balance day off to treat yourself (if full-time)
• Free income protection and salary continuance insurance
• Access to corporate health insurance deals with major providers
• Wellbeing, prayer, and sensory rooms in the Footscray and Sunbury office

The opportunity

Are you looking for your next challenge?

Think you've got what it takes to be part of a team who are committed to providing the highest standard of empathy, respect and support to our most vulnerable community members? 

We may have the perfect role for you.  

We are seeking expressions of interest for two dynamic and highly motivated individuals, to join the Community & Care team.

The team work directly with customers who have been impacted by Family & Domestic Violence, mental health, unemployment and other root causes contributing and resulting in financial hardship.  

The primary focus of these roles will be eg (to manage the Utility Relief Grants (URGS) function.  This includes raising submissions directly into the Department of Family Fairness and Housing (DFFH) URGS portal, creating Hardship cases and entering customers into the Customer Support Program, inbound and outbound phone enquiries related to an URG, and responding to customers and Financial Counsellors queries appropriately, and more).  

Responsibilities

• Respond to customer enquiries across phone and written channels in line with team goals and agreed timeframes, striving for first contact resolution wherever possible.
• Deliver compassionate, trauma-informed support to customers, ensuring they feel heard, respected, and safe while managing sensitive and complex situations.
• Effectively case manage a portfolio of customers through regular engagement, proactive outreach, and tailored support to assist in achieving positive outcomes, including program graduation.
• Record, investigate, and register escalated calls and complaints, identifying root causes and contributing to continuous service improvement.
• Collaborate with team members and broader stakeholders to achieve shared goals, contribute to a positive “One Team” culture, and support colleagues as needed.
• Participate in training, workshops, and external events, and provide guidance and support to new team members, including buddying and knowledge sharing.
• Ensure compliance with all organisational policies, customer charters, and regulatory requirements, while maintaining proficiency in relevant systems and contributing to ongoing personal and professional development.

Skills & Experience

• Outstanding communicator
• Desire to exceed customer expectations 
• High level of empathy and care with customer information and data
• Ability to deliver results under broad direction whilst drawing on available resources
• Can work in a structured environment that includes set policies but also allowing for 'grey' scenarios 
• Flexible approach to working hours and preparedness to participate in team roster
• Contribute to a team culture which deals openly with issues, and fosters a strong bond of trust and support for each other
• Understands the importance of HSEQ in everything we do.

See yourself thrive

Our vision for GWW is Thriving People and Country. We aim to be as diverse as the communities we serve and are deeply committed to building a workplace where everybody thrives. We’re supportive, inclusive, and friendly, and value everyone for who they are and what they can bring.  

We’re seeking applicants across all cultural backgrounds, genders, and abilities, and will make reasonable adjustments as required, so please talk to us about what you need.

Don’t meet every single requirement? If you’re excited about this role, we encourage you to apply.

Don’t delay your application, include your resume, and cover letter (no more than 1 page), shortlisting will commence early!

The successful candidate will be required to complete pre-employment checks, including reference checks, medical assessments, a national police check, and verification of working rights in Australia.

Applications close: 11:59pm Wednesday 20 May