Contact Centre Agent General Enquiries

At Urban Utilities, our purpose is simple yet powerful – Enrich Quality of Life. With a $6 billion asset base and services spanning 1.5 million residents and more than 31,000 commercial customers across South East Queensland, we are committed to enhancing the liveability of our communities every day.

Your opportunity:

The Customer and Innovation group leads and champions the way Urban Utilities connects with its customers. Our approach is focused on remaining contemporary, by understanding the current and future needs of our customers and appropriately shaping our services. We do this through fostering a culture of innovation that is anchored to customer experience, that ensures our services remain efficient and impactful.  With this we create exceptional customer experiences that add lasting value for society, shaping a smarter, more sustainable future. 

We have multiple fixed term opportunities for Contact Centre Agents to join our team. Reporting to the Contact Centre Team Leader your primary role purpose will be to deliver a specialised service experience to Urban Utilities customers in their moments that matter through:   

• First point of contact for customers contacting Urban Utilities primarily via telephone but also across other contact channels such as email and webchat. 

• Delivery of exceptional customer service in accordance with Urban Utilities’ organisational values. 

• Identifying customer needs and providing all possible solutions to ensure that we can help them.

We pride ourselves on being there for our customers when they need us most. To support this commitment, our Contact Centre is open from 6:00am to 7:00pm Monday to Friday and 8:00am to 5:00pm on weekends. Team members work 38 hours per week on a roster that spans these operating hours, so we're looking for people who can offer full availability across our service times and enjoy the variety that comes with a rotating roster.

About you:

You’re a customer-focused professional who enjoys helping people and resolving enquiries with care and accuracy. You’re confident handling a range of customer interactions, can manage follow-ups effectively, and take pride in maintaining high-quality records. You’re comfortable working within clear processes, learning new systems, and building your skills as you go. You will also have;

• Sound experience and understanding of straightforward procedures or systems

• Experience in a Contact Centre or Customer Service role would be advantageous 

• Demonstrated customer service experience - that include building customer confidence, active listening, and excellent telephone manner

• Knowledge of MS Windows based computer skills with the ability to use email communications to corporate standards; and navigate multiple systems simultaneously.

• Ability to acquire knowledge of legislative requirements on business and of legislation relating to water and sewerage.

At Urban Utilities, we believe our workforce should reflect the community we serve. We welcome applications from people of all backgrounds and experiences, including First Nations peoples, people with disability, members of the LGBTIQ+ community, veterans, emergency responders and people from culturally and linguistically diverse backgrounds.

You might not meet every single requirement listed. If you are excited about the role and believe you can make a strong contribution, we encourage you to apply.

If you require adjustments at any stage of the recruitment process, please let us know so we can support you.

Why Urban Utilities

Urban Utilities delivers essential water and wastewater services to more than 1.5 million people across Southeast Queensland. Every day, our teams work to support thriving communities and a sustainable future.

• Generous Salary Packaging options, including novated leases

• Corporate discounts across Health insurance, technology and more

• 18 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 family

• Flexibility 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 WORK180

There’s no us without you. Come shape the future with us.

How to Apply

Click ‘Apply’ to submit your application.

Please note: applicants may 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 [email protected]

Our Talent team & Hiring Managers kindly request that no unsolicited CVs are sent for this role.