Featured image: Yarra Valley Water Auscontact award winners. Image courtesy of Yarra Valley Water

Yarra Valley Water has received the Contact Centre of the Year award at the 2023 Auscontact Excellence State Awards, recognising its customer service and staff treatment. 

The awards celebrate outstanding customer service and attract companies from a range of industries, including ANZ, ATO and Bendigo Bank with the judging panel also assessing how well a company treats its staff by providingtraining, support and rewards for success.

Yarra Valley Water is one of the country’s largest water utilities and includes more than two million residential customers and more than 60,000 commercial customers. 

A recent customer survey highlighted that 94 per cent of Yarra Valley Water customers believed that the utility company cared, with its satisfaction rating consistently remaining at 94 per cent. 

Divisional Manager for Customer Care at Yarra Valley Water, Michelle Hillman, said that she was proud of the team. 

“We’re extremely honoured to be recognised as Contact Centre of the Year. Thank you to our brilliant people who deliver exceptional customer service every single day. This award would not be possible without you.

“Our culture is very much driven by our values and our core purpose to provide an essential service that supports the health and wellbeing of our community.

“We have a ‘People First’ approach and we believe this contributes to us delivering excellent customer service,” Ms Hillman said. 

“We know that when our staff feel valued, they’re far more engaged and invested in helping our customers and the broader community.

“We recognise that for some of our customers this might be the only interaction they get all day, so we want to make sure every experience counts.”

Two employees from Yarra Valley Water were recipients at the awards ceremony, Chris Dicker, in the Reporting and Analytics category, and Darcy Lee in the Workforce Management Professional category.

The utility company has now built a reputation for outstanding customer service and was recently recognised for its excellent customer service in the International Service Excellence Awards (2022), the Australian Service Excellence Awards (2022), and was named an Excellence Awardee for its Best Remote Work Strategy at the Australian HR Awards (2023). 

Featured image: Yarra Valley Water Auscontact award winners. Image courtesy of Yarra Valley Water

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