Family Violence & Customer Assistance Officer

Central Highlands Water is a major regional employer and we want you to join us!

About us

At CHW we provide drinking water sewerage trade waste and recycled water services to residents and businesses in the Central Highlands region of Victoria. We are a public sector employer with a proud history spanning more than 150 years of supporting regional prosperity through service excellence.

Central Highlands Water is a growing business which strives to create a thriving and sustainable region by providing the highest quality water related service to our diverse customer base. This opportunity is a vital role to shape the future of how our services support our community.

To learn more about CHW and how our everyday people contribute to the Central Highlands region of Victoria visit our website or check out our LinkedIn or Instagram pages!

The opportunity

The Family Violence and Customer Assistance Officer is responsible for providing specialised support to customers experiencing hardship and financial difficulty. This includes customers experiencing family domestic violence and other forms of vulnerability. The role delivers confidential and respectful assistance in line with Central Highlands Water Customer Support Policy Family Violence Policy the Essential Services Commission (ESC) Customer Service Code and the ESC Family Violence Guideline.

About you

Safety is our No. 1 priority and we expect you will actively contribute to and foster a safety first culture that supports our aspiration of zero harm. This means you care deeply about the physical and psychological safety of people so that our team return home in great shape at the end of the day.

Wed love to hear from you if you have:

• Demonstrated experience in case management reporting customer service or community support roles (essential).
• Understanding of family violence frameworks financial hardship regulatory requirements and vulnerability issues (highly desirable).
• Strong interpersonal and communication skills with the ability to engage sensitively with customers in vulnerable situations and apply trauma-informed and customer-centered practice.
• Sound problem-solving negotiation and conflict resolution skills.
• Compliance with ESC family violence and hardship obligations.

Whats in it for you

Working for one of the regions largest employers you will be part of an organisation that is high achieving cohesive and always striving for better customer outcomes. Were full of everyday people that are great to work with and reflect our community!

Were offering a supportive environment and offer a huge range of employee options and benefits include accrued time off generous leave options professional development industry collaboration health and wellbeing programs and a supportive management team.

At CHW you will:

• Have access to training and development opportunities that will further develop your knowledge and skills.
• Work in an organisation that makes a difference to our community.
• Be part of an organisation that cares about you your safety and wellbeing.

How to apply

If you want to make a positive impact through meaningful work and have the energy courage and ideas to take on a challenge wed love to hear from you! To submit your application click onAPPLYto be redirected to our website and for a copy of the Position Description. While you are on our website take a look around. You wont be disappointed!

• Please ensure you provide a cover letter and your resume.
• You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.

Have questions

For a confidential chat about the role please contact Bridget Clark on.

Applications close5pm Tuesday 5 May 2026.

• Please note as part of our selection process we conduct pre-appointment checks including those related to references identity fitness to work qualifications work history work visa misconduct and police record history.
• This role may be subject to a probation period.

We welcome applications from people with disability and aim to provide an inclusive and accessible workplace. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews please contact Bridget Clark.

If you need a copy of this advertisement in an accessible format please email .

At CHW we are dedicated to supporting our teams physical and mental wellbeing. We assist our team to develop as people and as leaders. We value diversity and inclusion - our workforce is a place where the melding of a range of views and perspectives is celebrated.