Content Writer

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

We’re looking for a skilled Content Writer to help shape clear, accurate, and accessible process and procedural content that enables our Customer Experience teams to perform at their best and deliver outstanding customer outcomes. In this role, you’ll research, write, edit, and maintain knowledge content within our CX Knowledge Management Hub (KMH), creating everything from workaround processes documentation that supports training and serves as quick reference guides. If you’re detail-oriented, thrive on accuracy, and can confidently manage tight deadlines, this is an opportunity to make a direct impact on how our teams work and how our customers experience our services.

Responsibilities

• Interview Subject Matter Experts (SMEs) and research business processes to develop clear, accurate, and fit-for-purpose documentation.
• Create, update, and maintain process and procedural content within the Customer Experience Knowledge Management Hub (KMH).
• Develop instructional and supporting documents to assist front-office and back-office teams, including training materials and quick reference guides.
• Ensure all knowledge content is accurate, current, timely, and compliant with Customer Experience KMH standards and style guides.
• Maintain high content quality standards so all KMH documentation meets established compliance and usability requirements.
• Conduct peer reviews of content developed by other team members, providing constructive feedback to ensure consistency and quality.
• Apply and adhere to content governance processes when creating or updating content.
• Ensure all content changes and updates are reviewed and approved in line with the documented KMH Content Governance Process.

Skills & Experience

• Exceptional writing, editing, and proofreading skills with a strong attention to detail.
• Strong research and analytical skills, with the ability to translate complex or technical information into clear, user-friendly content.
• Experience in a transaction-based customer service environment or in professional writing and editing roles (essential).
• Experience in a customer-facing or operational role within the water industry (advantageous).
• Demonstrated experience using user procedures or work instructions to perform job-related tasks.
• Proven ability to produce high-quality written content, such as instructional materials, procedural documentation, or customer communications.
• Experience participating in projects or initiatives, with the ability to work collaboratively and meet deadlines.
• Qualification in journalism, professional writing, communications, or a related field (preferred).

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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.

Applications close Wednesday 28th January 2026

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.