Job Details

Customer Connections Officer

Salary: $35-$40 per hour Location: Ref: OR/0116
Description: This role provides critical support and expertise in the delivery of Council’s retail, commercial and wholesale water billing functions and services and support the effective delivery of a meter reading and management program.

Specific duties include supporting the meter reading program through the assessment of meter reading information provided by a service provider through a range of MS Office and bespoke systems. This will include reviewing readings for errors, customer issues and inaccuracies. In addition the role undertakes the management of Customer Concealed Leak remission processing including engaging with customers to discuss outcomes and provide advice. Lastly the team overall provides second level support to Logan Council Customer Contact in receiving telephone calls from customers that may have issues/queries with water metering and billing functions.

Key Responsibilities:


• Provide exceptional customer service to internal and external customers in the daily operation of the Meter Management and Customer Connections Team and by investigating and responding to customer enquiries / complaints as required.

• Provide specialist and reliable advice to Logan Water customers relating to their water and / or wastewater charges, water consumption, meter readings and / or meter management and billing practices.

• Play a key role in ensuring the accuracy of retail customer’s meter readings by working effectively with the Meter Management Officers and Council’s meter reading delivery partner.

• Liaise with existing wholesale water customers (metered hydrant standpipe customers) to ensure accuracy of meter reading and billing information and continuity and standards of service are being met.

• Process applications (concealed water leak remissions, application for metered hydrant standpipe) with great accuracy, care, compassion and ethically in line with relevant Council and / or State Government policies and legislation.

• Masterfully navigate relevant billing and / or rating systems to ensure the quality, accuracy and confidence in Logan Water’s retail, commercial and wholesale billing practices, including acting as a key system expert / user to ensure business and billing system design and performance continues to meet the needs of the business and other customers.

• Develop, maintain and improve relevant processes, procedures and quality assurance manuals for the Meter Management and Customer Connections Team.

• Support the levying of relevant charges to Logan Water’s retail, commercial and wholesale customers in close partnership with other areas of Logan City Council.

• Produce and draft documents, letters, emails and perform mail merges as required.

• Undertake critical quality assurance activities to ensure the commercial performance of Council’s third party delivery partners is within agreed parameters and does not impact or compromise Logan Water’s customer billing commitments. Conduct all business in an ethical, friendly, efficient and professional manner.

• Exposure to and understanding of the Council environment and services provided would be advantageous.





This is a 2 month contract. The role is currently vacant due to a secondment of an officer to another section within Logan Water - due to this there is the possibility of the role requirement extending beyond the current timeframe of mid-April 2021.
This role provides critical support and expertise in the delivery of Council’s retail, commercial and wholesale water billing functions and services and support the effective delivery of a meter reading and management program.

Specific duties include supporting the meter reading program through the assessment of meter reading information provided by a service provider through a range of MS Office and bespoke systems. This will include reviewing readings for errors, customer issues and inaccuracies. In addition the role undertakes the management of Customer Concealed Leak remission processing including engaging with customers to discuss outcomes and provide advice. Lastly the team overall provides second level support to Logan Council Customer Contact in receiving telephone calls from customers that may have issues/queries with water metering and billing functions.

Key Responsibilities:


• Provide exceptional customer service to internal and external customers in the daily operation of the Meter Management and Customer Connections Team and by investigating and responding to customer enquiries / complaints as required.

• Provide specialist and reliable advice to Logan Water customers relating to their water and / or wastewater charges, water consumption, meter readings and / or meter management and billing practices.

• Play a key role in ensuring the accuracy of retail customer’s meter readings by working effectively with the Meter Management Officers and Council’s meter reading delivery partner.

• Liaise with existing wholesale water customers (metered hydrant standpipe customers) to ensure accuracy of meter reading and billing information and continuity and standards of service are being met.

• Process applications (concealed water leak remissions, application for metered hydrant standpipe) with great accuracy, care, compassion and ethically in line with relevant Council and / or State Government policies and legislation.

• Masterfully navigate relevant billing and / or rating systems to ensure the quality, accuracy and confidence in Logan Water’s retail, commercial and wholesale billing practices, including acting as a key system expert / user to ensure business and billing system design and performance continues to meet the needs of the business and other customers.

• Develop, maintain and improve relevant processes, procedures and quality assurance manuals for the Meter Management and Customer Connections Team.

• Support the levying of relevant charges to Logan Water’s retail, commercial and wholesale customers in close partnership with other areas of Logan City Council.

• Produce and draft documents, letters, emails and perform mail merges as required.

• Undertake critical quality assurance activities to ensure the commercial performance of Council’s third party delivery partners is within agreed parameters and does not impact or compromise Logan Water’s customer billing commitments. Conduct all business in an ethical, friendly, efficient and professional manner.

• Exposure to and understanding of the Council environment and services provided would be advantageous.


This is a 2 month contract. The role is currently vacant due to a secondment of an officer to another section within Logan Water - due to this there is the possibility of the role requirement extending beyond the current time frame of mid-April 2021.

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