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.
The Supervisor Customer Billing (Central/Eastern) based in National Office, Suva position is responsible for the effective and efficient management of the Customer Billing Unit for Central/Eastern Region. The incumbent will ensure on time billing to all water and wastewater customers nationally and that targeted deadlines are met daily with meeting annual financial year KPI defined tasks.
The incumbent will ensure that all worksheets with readings are processed on a timely manner and in accordance with the Billing Policy. Following the guideline of Customer Charter, Billing Policy and relevant SOP’s, the incumbent is expected to lead and manage with enthusiasm. This position reports to Head of Customer Billing.
- Customer Billing function effectively managed
- Monthly and weekly updates and reports to HCB on nationwide Billing submitted in a timely manner
- Quality and timely Management & Board information reports submitted to Manager Customer Experience for endorsement
- 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 HCB
- Effective relationship management established and maintained at all times
- Customer service and satisfaction level(s) continuously enhanced
- Leadership, in partnership with HCB, 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
- 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 Billing upon request
- Transparency and professionalism always maintained
- Debt reminder system's successful and timely implementation ensured
- Planning and execution of invoicing program for the region by cycle
- Overseeing the invoicing process for the month
- Monitor the validation process and execute run live
- Clear the unbilled within the month
- Ensure that Billing SO is resolved within Customer Charter timeframe
- Provide report on monthly process, estimation, challenges
- Administer the recruitment, leaves, counselling, etc for the Billing Unit
- Run trainings for the team on SOPs
- Develop and implement strategies to reduce estimation, Overtime (OT), access leave for the unit
- Plan and execute proper use of WAF resources
- Report on fraudulent activities
- Leadership, in partnership with HCB, in the development of initiatives to enhance customer service/satisfaction levels ensured
- Safeguarding revenue optimisation
- Timely and accurate billing notifications is ensured
- Timely and accurate disconnections for unpaid bills carried out
- Human capital management
- 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
- Timely, relevant and compliant reporting
- All internal and external (where authorised) reporting requirements in regard to 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
- All internal and external (where authorised) reporting requirements in regard to WAF's Customer Billing function fully understood and correctly executed
- 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
- Organisational values upheld and practiced
- Ensure support of the environment aligning deliverables to organisational values and strategic directions
- Organisational values and good corporate and governance practices are complied with in delivering outcomes ensured
- Ensure to always practise good ethics and work culture
- Ensure not to take bribe in cash or by kind and report such matter immediately
The applicant must possess a Degree in Commerce or Business majoring in Accounting, Banking & Finance, Economics, Information Systems or related field with at least 3–5 years of experience in billing, revenue assurance, finance, accounting or customer service environment with proven supervisory or leadership experience
- Strong leadership and people management skills
- Excellent customer service and problem-solving skills with solution driven abilities
- Strong skills in communication and building positive relationships with customers and stakeholders
- Strong analytical skills and innovative with strategic thinking abilities
- Proven experience in financial management and revenue optimisation
- Good skills in Microsoft Office Suite
- Proficiency in digital tools and channels including GIS and CRM systems
- Ability to work to deadlines, be highly organized and have the ability to work under pressure
- Versatility in carrying out obligations
- Valid driver’s license with a clean driving record
Interested candidates are advised to apply online and complete the recruitment requirements on the portal. All applications should be received no later than 27th June, 2025
INCOMPLETE & LATE APPLICATIONS WILL NOT BE CONSIDERED. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
Customer Experience
Customer Billing
