Job Description

At Urban Utilities, our purpose is simple yet powerful – Enrich Quality of Life. With a $7 billion asset base and services spanning 1.5 million residents and more than 31,000 commercial customers across South East Queensland, we are committed to enhancing the liveability of our communities every day.

Your opportunity:

We are excited to be recruiting for a Client Liaison Associate for our SAS Laboratory, that forms part of our Customer & Innovation group.

The Customer and Innovation group leads and champions the way Urban Utilities connects with its customers. Our approach is focused on remaining contemporary, by understanding the current and future needs of our customers and appropriately shaping our services.

The Client Liaison Associate supports customer engagement and service delivery by managing client interactions, maintaining accurate data, and contributing to continuous improvement initiatives. The role ensures high-quality customer service, accurate reporting, and effective communication of laboratory services, while assisting in business development and operational efficiency.

Some of your accountabilities will include:

• Manage customer relationships and engagement by acting as the primary point of contact, planning and delivering structured customer interactions across multiple channels to support ongoing engagement and retention.
• Respond to routine enquiries, addressing customer questions regarding laboratory services, processes, and requirements using established guidelines. Ensure responses are accurate, timely, and aligned with organisational standards.
• Implement approved improvements and apply changes to processes, systems, or workflows as directed by management or project leads. Follow established change management protocols during implementation.
• Combine data from multiple sources and merge datasets using established templates and procedures. Ensure consistency in formatting and categorisation.
• Contract administration including reviewing terms and conditions, monitoring compliance, and supporting contract administration processes to ensure obligations are met.

About you:

We are seeking candidates who are passionate about shaping our future, and ideally have the following qualifications, skills and experiences:

• You have a customer focused mindset and naturally build meaningful customer relationships with both internal and external groups. You excel at collaboration, aligning objectives, and achieving desired outcomes.
• You demonstrate self-awareness, embrace change, and adapts behaviour to new and innovative situations.
• Prior project & client coordination experience to support strategic business initiatives & process improvement initiatives.
• This role requires basic manual handling such as cardboard boxes and other light operational equipment. No tickets or qualifications are required.
• Prior Laboratory and/or LIMS experience would be ideal, although not a prerequisite
• Experience in a customer service and/or laboratory based role preferred
• Science and/or Business related tertiary education would be ideal, although not a prerequisite

At Urban Utilities, we believe our workforce should reflect the community we serve. We welcome applications from people of all backgrounds and experiences, including First Nations peoples, people with disability, members of the LGBTIQ+ community, veterans, emergency responders and people from culturally and linguistically diverse backgrounds.

You might not meet every single requirement listed. If you are excited about the role and believe you can make a strong contribution, we encourage you to apply.

If you require adjustments at any stage of the recruitment process, please let us know so we can support you.

Why Urban Utilities

Urban Utilities delivers essential water and wastewater services to more than 1.5 million people across Southeast Queensland. Every day, our teams work to support thriving communities and a sustainable future.

• Generous Salary Packaging options, including novated leases
• Corporate discounts across Health insurance, technology and more
• 18 weeks of paid parental leave, 15 days personal leave including two proactive wellbeing days, and an additional day of leave each year to connect with friends and family
• Flexibility at UU depends on the type of work you do but could include options such as, 9-day fortnights and flexible days. Talk to us about what flexibility means to you!
• Urban Utilities is an endorsed employer for all women. See our range of benefits and policies directly at WORK180

There’s no us without you. Come shape the future with us.

How to Apply

Click ‘Apply’ to submit your application.

Please note: applicants may be required to undergo a Pre-employment medical, which may include Drug and Alcohol testing, as well as other background checks as part of the recruitment process for this role.

For further information please contact our Talent team at careers@urbanutilities.com.au

Our Talent team & Hiring Managers kindly request that no unsolicited CVs are sent for this role.