Position Title
REF 1752: Head Of Customer Billing
About Our Organisation

The Water Authority of Fiji is a corporate body established under the Water Authority of Fiji Act 2007 to make provision for the effective management and administration of the Water and the wastewater systems.

We are responsible for providing access to quality drinking water and wastewater services to over 159,000 and 33,540 residential and non-residential metered customers in the urban areas of Fiji and also setting up water supply systems in rural areas.

Position Objective

The Head of Customer Billing position is responsible for the effective and efficient management of the Customer Billing subsection. The incumbent will ensure on time billing to all water and wastewater customers nationally and that targeted deadlines are met daily with timely disconnection of meters to boost revenue collection. This position reports to Manager Customer Experience.

Key Accountabilities
  1. Customer Billing
    • Customer Billing function effectively managed by leading end-to-end national billing operations to deliver accurate and on-time customer invoices and meet daily/weekly/monthly cycle deadlines.
    • Operational need - Billing cycle execution, timeliness and accuracy consistency
    • Administration need – scheduling, controls, and documentation of policies, procedures and timely reporting.
    • Customer needs – correct bill processing, reduced disputes and continuous improvement upholding trust.
    • Compliance – adhere to approved tariffs, policies, laws and internal/external controls.
    • Coordination – effectively communicate with stakeholders for timely service delivery and manage discrepancies.
    • Reporting – cycle performance updates and exceptional reports for business improvement.
    • Quality and timely Management & Board information reports submitted to Manager Customer Experience for endorsement.
      • Discussions on and refinement of report content effectively contributed to
    • Internal procedures and guidelines including Standard Operating Procedures developed, established, successfully implemented, and continuously refined.
    • Annual budget preparation, monitoring and management for the Customer Billing effectively delivered in consultation with staff and relevant parties.
      • Budgets are realistic.
      • Budgets and associated targets achieved.
    • Performance measures for Customer Billing staff developed and successfully implemented.
    • Risk management planning and assessment for the Customer Billing function effectively delivered in consultation with Manager Customer Experience.
    • Effective relationship management established and always maintained
  2. Customer service and satisfaction level(s) continuously enhanced
    • Leadership, in partnership with Manager Customer Experience, in the development of initiatives to enhance customer service/satisfaction levels ensured
      • Periodic review of customer service/satisfaction levels delivered alongside recommendations of improvement opportunities.
      • Weekly checks through billing service order subsection
      • Monthly customer satisfaction surveys effectively carried out and reported.
      • Awareness programs effectively assisted through the resolution of billing issues.
    • Appropriate customer service and customer satisfaction measurement tools and targets developed, successfully implemented/achieved, and continuously refined
      • Special projects delivered within budget, timelines, and scope of work, including but not limited to hand-held meter readers and linkage to Gentrack
    • The National Team appropriately assisted and empowered to achieve quality, productivity, and performance parameters.
      • Effective monitoring of progress and application of timely and relevant intervention where under-performance is noted, delivered
    • Customer Billing Team’s adherence to all WAF customer service standards ensured.
    • Service order complaints attended to and effectively addressed in a timely manner.
    • Customer complaints investigated and appropriate action taken to close complaints ensured.
    • Timely dissemination of accurate Billing statements to customers is ensured.
    • Billing statements issued to customers upon request.
    • Customers updated on status regarding their accounts upon request.
      • Transparency and professionalism always maintained.
    • Debt reminder system's successful and timely implementation ensured
  3. Safeguarding revenue optimisation
    • Timely and accurate billing notifications is ensured.
    • Support timely and accurate disconnections for unpaid bills carried out.
    • Timely resolution of customer bill complaints
  4. Human capital management by leading people performance by
    • Effective oversight, coaching, mentoring of Customer Billing staff delivered.
    • Training needs for staff effectively monitored in partnership with direct reports and appropriately addressed in consultation with the HR Department
    • Relevant performance measures established for staff, timely performance appraisals carried out, and action items resolved (supporting both strengths and weaknesses) in consultation with the HR Department and other relevant parties.
    • Disciplinary actions carried out in consultation with the HR Department and in full compliance with all relevant laws, legislations, and internal requirements
  5. Timely, relevant, and compliant reporting
    • All internal and external (where authorised) reporting requirements regarding WAF's Customer Billing function fully understood and correctly executed
      • Robust and relevant periodic reports (including NFA Levy reports) prepared and submitted as and when requested
      • Superiors provided with useful information combined with analysis and interpretation, for the purpose of decision making
      • Ad-hoc information request by superiors and other relevant SBUs addressed in a timely manner
  6. Teamwork and cooperation
    • Cooperation within the team and greater function achieved.
    • Cooperation across functions / departments ensured.
    • Worked collaboratively to achieve the set targets and goals.
    • Other related duties assigned by Manager and Chief Customer Officer effectively and efficiently addressed
  7. Organisational values upheld and practiced
    • Demonstrate professionalism, integrity, and accountability in all interactions with customers, stakeholders, and colleagues while ensuring compliance with organizational policies and standards.
    • Promotes teamwork, collaboration, and respectful communication across departments to support operational efficiency and achievement of organizational objectives.
    • Upholds a customer-centric approach by delivering timely, ethical, and quality service while contributing positively to the organization’s culture and reputation.
  8. Support towards software maintenance and enhancement
    • Coordinate with internal users, vendors, and ICT team to identify system issues, enhancement requirements, and process improvement opportunities for existing software platforms.
    • Monitor, test and support system upgrades, patches, and enhancement implementation to ensure operational continuity and minimal disruption to business processes.
    • Assist in maintaining accurate system documentation, user requirements, workflow processes, and provide support/training to end users where required.
Qualification and Experience Requirement
  • The Applicant must possess a Tertiary Degree in Communication/ Marketing/ Commerce/ Information System/ Science, Mathematics, Business Management or relevant with five (5) years minimum experience in a supervisory role.
Skills and Abilities
  • Ability to work to deadlines, be highly organized and could work under pressure.
  • Versatility in conducting obligations.
  • Excellent verbal and written English communication skills.
  • Proven abilities to work to deadlines, be highly organized and could work under pressure.
  • Excellent interpersonal and relationship management skills
  • Proven solving and strategic thinking abilities.
  • Added advantage if experience in Information Technology and Strategic Management
  • Ability to travel as and when required across all three WAF regions.
  • A valid group 2 or 4 driver’s license with DDC and clean driving record.
How To Apply For Position

Interested candidates are advised to apply online and complete the recruitment requirements on the portal. All applications should be received no later than 05th June, 2026

INCOMPLETE & LATE APPLICATIONS WILL NOT BE CONSIDERED. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.

Employment Type
Established
SBU

Customer Experience

Sub-Section

Customer Billing

Salary Scale
$41,600.00-$52,000.00 Per year
Job Location
National Office - Suva
Vacancy Valid Till
June 5, 2026
APPLY NOW
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Position: REF 1752: Head Of Customer Billing

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