Breaking down cultural barriers to connect and support
By Bazz Luke, Engagement Project Manager
Starting as a Bilingual Customer Care Consultant, I moved into different roles across the business, gaining a rare, holistic understanding of how we serve our customers.
It reminds me that we’re not just a utility company – we’re a vital part of the community’s wellbeing.
Every day I’m guided by the principle that caring for our community is at the heart of what makes Yarra Valley Water special.
A role with real meaning
Today, I bring all my experience to my role as Engagement Project Manager in the Community Inclusion Team.
My work focuses on reaching customers who may face barriers when engaging with essential services – whether it’s language, cultural differences or access to information.
From coordinating Yarra Valley Water’s presence at community events to building strategic partnerships with multicultural organisations, my role is to make sure no one’s left behind.
It’s my dream role – it combines everything I’ve learned with my passion for making a real difference.
Seeing that moment of relief or understanding is incredibly rewarding – whether it’s through the creation of easy-to-understand resources in different languages, or meeting people at community events to answer their questions directly.
Creating tools that truly work
One of my proudest achievements was leading a project to reshape Yarra Valley Water’s multilingual customer resources.
It wasn’t just translating, but culturally adapting our collateral to make sure it truly resonates for the diverse communities in our service area.
The resources help frontline teams and community partners support customers when they need it most.
A supportive culture encouraging success
Yarra Valley Water’s culture has been key to doing my best work.
The flexibility allows me to manage my work and my personal life, which helps me stay engaged and focused when I’m working.
I also credit Yarra Valley Water’s leadership for my growth and development.
There’s a real sense they want you to succeed – I’ve personally experienced this with the multiple roles I’ve had.
There’s always encouragement to take on new challenges and learn new skills.
Putting people first
I believe ‘People First’ isn’t just a value – it’s the foundation of everything I do.
It goes beyond providing a service – it’s about understanding, empathy and taking proactive steps to ensure everyone in the community has access to essential water services and support.
It’s what makes me proud to work here and why I’ve stayed for 9 years.
Start your journey at Yarra Valley Water
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