Customer Response Officer


Melbourne Water


Docklands, Melbourne, Victoria

Salary etc:

Permanent, Full-time.



Our Organisation

We love water and love life. What we do makes a vital contribution to Melbourne’s famous lifestyle. We achieve this by supplying high quality drinking water, providing outstanding sewerage services, integrating drainage systems, building resilience to flooding and by enhancing our waterways and land for greater community use. It’s a pride we share in helping to make greater Melbourne a fantastic place to live.

Reporting to the Team Leader Regional Services Maribyrnong you’ll have the opportunity to provide timely, safe and consistent frontline response to, and resolution of, customer issues for waterway, drainage and land assets and services within a discrete geographic area.

The Role

As a Customer Response Officer, you will Maintain our customers’ confidence and trust as the region’s waterway manager, provider of valued drainage and land services and streamflow diversion manager. Specifically, for Melbourne Water’s waterway, drainage and land assets within the area of responsibility:

  • Manage service requests and initiate reactive maintenance works
  • Manage customer issues in line with established procedures
  • Apply the permit-to-work system as required
  • Support compliance and enforcement activities
  • Incident support during business hours and on a rostered out of hours duty arrangement (as required)
  • Provide quality assurance, support handover/acceptance on new/renewed civil drainage works and new wetland assets.

Take care of own and colleagues Health and Safety through identification and reporting of hazards and active involvement in improvement initiatives.

Make an Impact

Become part of a talented and passionate team dedicated to enhancing life and liveability in Melbourne and beyond. Doing truly meaningful work in a supportive and inclusive culture that encourages you to make the most of your talents.

We provide a range of employee benefits that will make your experience working at Melbourne Water both professionally and personally rewarding.


Melbourne Water is committed to flexible working. We offer a variety of flexible arrangements to suit our employees varied needs and the business, including purchased leave, varied start and finish times, working from alternative locations, part time work and 9-day fortnights. We understand that Melbourne Water and our customers benefit from enabling our employees to achieve balance in work and life.

Growth & Development

We’re a curious bunch at Melbourne Water and relish any opportunity to learn something new. We are in the business of enhancing life and liveability, which lends itself to re-imagining what’s possible and challenging the status quo. We offer a variety of learning opportunities; from formal development programs, digital learning content and lunch & learns; to visiting our sites and getting to see our initiatives and projects first hand. We believe that learning happens every day, so we support our people to continuously learn and experiment in the flow of their work, designing their own development path.


Our people are passionate, welcoming and inclusive. We welcome applications from everyone, including people with disability, mature age and young job seekers, members of the LGBTI+ community, and people from culturally diverse backgrounds. Melbourne Water welcomes and encourages applications from Aboriginal and Torres Strait Islander peoples.

Your Skills and Experience

  • Experience in waterway, civil and drainage asset management, including diversions management (where geographically relevant)
  • Highly effective interpersonal skills and an ability to communicate and negotiate clearly and effectively with a wide range of people both within Melbourne Water, external organisations and with the general public, sometimes in conflict situations
  • Demonstrated analytical and problem solving skills, including the ability to determine and adapt management approaches for a broad range of waterway, drainage and land management situations
  • Provide tactical and operational support leading up to and during incidents (e.g. flood events, pollution incidents) during business hours and on a rostered out of hours duty arrangement (as required)
  • You must be able to juggle tasks, evaluate risk, manage priorities and schedule tasks to enable work force planning is evaluated in accordance with a level of urgency. 

Your ability to establish and maintain collaborative working relationships with internal and external stakeholders such as; members of the general public and

various agencies including VicRoads, EPA Victoria, Department of Environment, Land, Water & Planning, and Catchment Management Authority is required

A background in Parks Management, Natural Resources, Environmental or Drainage would be highly regarded.

How to apply:

View details

Date published:


Closing date:


NRMjobs Notice 20006900 - NRM in the Rangelands Conference, 4-8 October 2021
NRMjobs Notice 20007871 - LGNSW Water Management Conference 2021
NRMjobs Notice 20005014 - Australasian Weeds Conference - 22AWC
NRMjobs Notice 20007854 - Biodiversity Conference - Perth, 15-17 September, registrations now open
NRMjobs Notice 20006927 - Combined NSW & VIC Weeds Conference - call for abstracts
NRMjobs Notice 20007876 - NCC 2021 Bushfire Conference
NRMjobs Notice 20007496 - Linking Landscapes Grants (SA only) - closes 19 April
NRMjobs Notice 20004808 - 12th International Conference and Workshop on Lobster Biology & Management