More than just a job

*Names have been removed from this post to ensure anonymity as this post was for internal purposes only.

For [name], her role as an [job position] in [department] is not just a job, it’s a way to connect with our customers and our people.

After working for [business] for 18 years [name] made the move to SA Water in 2017 to change her focus from a sales-based finance role to one with a more customer service focus.

Starting out in the [department] before moving to [department], [name] is always

focussed on listening and understanding the needs of our customers.

“Bills in general are a high stress point for our customers, we provide specialist billing for people to understand what’s in their bill and ensure its correct by investigating and assessing account billing components,” [name] said.

“We don’t want our bills to be a shock to our customers, so we are working hard to cultivate a stronger relationship with our customers and work with them when they need questions answered.

“Our customers are important to us, and we need to be able to continue to improve the way we communicate with them and adapt to their expectations of us as a business.”

As part of that challenge the [department] team are working on everything from:

• converting regional customers to the same standard as metro customers

• getting involved in contractor tenders for activity that directly affects their day-to-day work such as meter reading

• using our Customer Relationship Management (CRM) system for a greater overview of customer account history

• adapting to new channels of communication and providing one point of contact for complex billing

• working with tenants for less reliance on property owners and agents for oversight on their billing and visibility of their usage.

“We’re trying to minimise the manual process and be more efficient regardless of the type of customer because at the end of the day a customer is a customer.”

As a proud South Australian, [name] enjoys the work she does for our business.

“I enjoy telling people I work for SA Water and being part of an organisation that contributes to protecting a precious natural resource that is a vital part of our lives.”

Our customers are not the only thing that drives [name], her close-knit team work together for the benefit of our customers and each other.

“Our team help each other through good days and bad days, we’re all different ages, have different backgrounds and it's great to have a team who is supportive of one another,” [name] said.

[name] also keeps in contact with her former [department] teammates.

“We’ve created a book club where we catch up every month and discuss books we read or TV shows and it's a nice opportunity to get away from work and talk about our families and what's going on in our lives.”

That connection with our customers and people also extends to [name] community where she volunteers for elections to be part of democracy in action.

Husband [name] also has the biggest Chrysler Pacer collection in the southern

hemisphere, the family are regulars at car shows including Adelaide Chrysler Festival in SA and Chrysler on the Murray in Albury Wodonga every year, forming a tight knit community of car enthusiasts.

Even when she’s not at work, [name] is never far from the water, often heading to Sellicks Beach with [name], 16-year-old twin boys [name] and [name] and their dog [name] for boating adventures on the ocean.

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