Jan 31, 2023

Customer Service and Office Coordinator

  • Australian Water Assocation
  • St Leonards NSW, Australia
Full time Customer Service


About the job

  • Become part of our Passionate, Collaborative & Inclusive team
  • Make a difference by inspiring and driving a sustainable water future
  • Permanent f/t, St. Leonards based, hybrid work environment, immediate start
  • Diverse role for a strong all-rounder, training and career progression opportunities


About us: The Australian Water Association (AWA) is a national not-for-profit organisation and Australia’s biggest water network. Our Purpose is to inspire and drive a sustainable water future. We work with almost 400 volunteers to provide opportunities for our members to Share, Connect and Inspire through our networks, events, programs and content. We also contribute to the Sustainable Development Goals (SDGs) in our region through our International Program. We have recently celebrated our 60th Anniversary and we are proud of the contribution that we have made to the water sector, through our members and to the quality of life and prosperity of all Australians and beyond.


After a very successful year we are embarking on the next exciting phase of our customer experience (CX) digital transformation and have ambitious plans for our people and our members. In doing this we are focussing on enhancing our employee experience and opportunities for our team. We are introducing a number of key roles to enable us to do even more great work for our members and to achieve a sustainable water future.


This is a wonderful time to join AWA as we continue to invest and digitally transform into a truly member centric organisation, and you will have an opportunity to contribute to shaping this and making a difference.



The opportunity:

As part of our member engagement team, you will be our customer service champion, providing great customer service to our existing and aspiring members as a friendly first point of contact for queries. You will also be responsible for managing data quality and integrity on our CRM, while also supporting the day-to-day operational and administrative office functions to help keep our office environment running smoothly and efficiently.



Key responsibilities:

  • Provide exceptional customer service to existing and potential members through both phone and email communication on a daily basis;
  • Become our CRM guru and manage member end to end lifecycle from a CRM and data quality perspective.
  • Collaborate with colleagues to help them deliver improved efficiency and accuracy in member lifecycle to achieve retention and acquisition targets.
  • Deliver membership based reports that provides our Member Engagement Managers, senior leaders and the Board with insights into the business.
  • Be the go to person for best practice training on member processes, data management and the CRM.
  • Coordinate our office including managing stock supplies, managing room bookings and keeping the space tidy, managing office maintenance and setting up for workshops / events / meetings where required.



What you’ll need to succeed:

  • Previous experience in a customer service or coordinator type role (reception, events, office, etc.)
  • Exceptional focus on customer service standards and a strong communicator who can liaise professionally with a range of external and internal customers
  • Keen attention to detail, with a preference for being thorough, and able to monitor work for quality
  • Excellent computer skills, including proficiency in the Microsoft Office suite and experience working with CRMs
  • A flexible attitude and being willing to go above and beyond for member satisfaction
  • Ability to prioritise and multi-task in a busy environment
  • Problem solving skills and the ability to train others on our CRM
  • You love to collaborate and help others and are willing to roll up your sleeves to provide help wherever it’s required.


Why you’ll love working with AWA: We’re a diverse collection of people who have come together because we share a common goal to inspire positive change. Our team are supportive and we have an open-minded, forward-thinking, and inclusive culture. We offer a range of employee benefits including flexible work arrangements and a hybrid work environment, time off in lieu, a focus on your professional development and mentorship opportunities, wellbeing initiatives, birthday leave, salary packaging and access to discounts across a range of retailers and entertainment.

Find out more about the great work we do here: AWA is Celebrating 60 years.


Diversity, Equity, and Inclusion: We are committed to ensuring diversity, equity, and inclusion throughout our organisation and celebrate difference in all that we do.


We believe our people are our greatest asset and by supporting and incorporating their diverse talents, knowledge, perspectives, and experiences, we can strengthen our relationships with our members and influence real change.


We are committed to building a team that represents a wide variety of backgrounds, perspectives, age, gender, skills, abilities and locations.


To apply: Please provide a covering letter specifically addressing the selection criteria together with your CV by no later than 16th January 2023 to toshea@partale.com.au



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