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349 drivers from our Solids teams across Australia recently embarked on a cross-training program. The program was started as a business continuity strategy to optimise deployment of staff and ensure consistent service throughout the COVID-19 pandemic.
Cleanaway has several types of heavy vehicles for solid waste collection, including side lift, front lift, rear lift, hook lift and RORO (roll-on/roll-off). For training purposes, these are referred to as vehicle ‘platforms’ and each requires a different set of skills to operate safely. This means we have compulsory and specific training for each platform in addition to the national heavy vehicle driver licence held by our drivers.
Side lift vehicles are primarily used for municipal waste collection, so drivers servicing these contracts are generally only trained in that platform. Through the cross-training program, experienced drivers from other sites are being trained to operate side lift vehicles to ensure municipal collections are able to continue even if a site is impacted by COVID-19. The program also involves cross-training drivers in other vehicle platforms in case of change in demand for particular commercial services.
Pictured above is Hilary Gilbert (Branch Instructor, QLD), Jim Davidson (Lead Heavy Vehicle Driver Trainer, QLD) and Colin Pfingst (Front Lift Driver, Northgate). Colin is being trained in side lift compactor operation for the collection of domestic recycling for the Moreton Bay Regional Council contract.
Contact us to learn more about how we’re making a sustainable future possible for communities across Australia.
ANZAC Day spotlight: The value of resilience in challenging times
Meet Jeff Delgado and Cameron Black, returned servicemen bringing ANZAC spirit to Cleanaway
Our People
April 23, 2020
Highlights
“Australians embody the spirit of the ANZACs. These characteristics of endurance, courage, ingenuity, good humour and friendship are what will see Australia through the coming months. And like the ANZACS from all conflicts we must band together and look after each other in order to get through 2020.” – OMS Systems and Routing Lead (QLD) Cameron Black.
“Australians embody the spirit of the ANZACs. These characteristics of endurance, courage, ingenuity, good humour and friendship are what will see Australia through the coming months. And like the ANZACS from all conflicts we must band together and look after each other in order to get through 2020.” – OMS Systems and Routing Lead (QLD) Cameron Black.
Jeff Delgado
Solid Waste Services Regional Manager Jeff Delgado served for 25 years in the Royal Australian Engineers corps. We asked Jeff about some of the more memorable experiences he’s had in his long career.
“Serving in Afghanistan was an incredible experience and there was a lot more action than I believe anyone at home in Australia would have realised,” he said. “The courage of our soldiers to go out and put their lives in danger every day was quite remarkable. The quality of training, equipment and leadership across the teams in combat and combat support roles was also very impressive to see in real life.”
Jeff joined Cleanaway seven months ago and he saw many similarities between his role in the army and the company.
“In the army, I mostly supervised engineering tasks and projects. Here at Cleanaway I oversee four branch managers who in turn look after 15 depots dispersed between Hervey Bay and Port Douglas,” he said. “Fundamentally, the job is very similar. I lead and manage a group of well-trained staff toward achieving a mission with limited resources.”
Jeff sees ANZAC Day as an opportunity to reflect on the unique and proud history that Australia shares with New Zealand and to commemorate those that have fallen. “I’m incredibly proud to have served my country in East Timor and Afghanistan and genuinely understand the sacrifices that are required by entire families when a soldier, sailor or airman deploys. It is harder still for the families of those that did not return, and this should not be forgotten.”
Jeff acknowledges that while it was a difficult decision for the government to cancel ANZAC Day services this year due to COVID-19, it is still important that we still take time to remember the bravery of our servicemen and servicewomen, past and present.
Jeff plans to stand at the end of his driveway with his family at 6am and observe two minutes silence to remember those who have served the country.
“This year is no different, but it is incredibly important to take just one moment to remember the fallen and thank those that have served. Lest we forget,” he said.
Cameron Black
OMS Systems and Routing Lead Cameron Black has had many memorable moments serving 22 years in the Royal Australian Corp of Transport (RACT).
“I was lucky enough to be selected to represent the Australian Army on two different overseas exchanges, both with the New Zealand Army and the British Army as well as being deployed overseas on three separate occasions,” he said.
Cameron in East Timor, 1999
“The one underlying thing that sticks out is the relationships we built. The people that you serve with become a part of your defence family and no matter how long between seeing each other you still greet each other as if they are your brother or sister. This is why so many ex-defence members answer the call to look out for those that are suffering from the effects of their service.”
Long lasting friendships aren’t the only things Cameron is thankful for as an army veteran. His wealth of logistics skills developed in the defence force allowed him to shine in his role since he joined Cleanaway four years ago.
“Being involved in logistics in the army and in particular transport gave me better understanding of all transportation aspects which I apply to my job daily,” he said. “Additionally, the ability to think things through logically has allowed me to develop and implement change throughout the Queensland solid waste business division, specifically involving route optimisation and review, tender submissions and implementations as well as vehicle systems and management.”
His passion and diligence recently gained Cameron an Operations Management Systems (OMS) and Routing Lead position within the national fleet team.
“ANZAC Day means many things to many people,” he said. “To me it is a day we commemorate those that have had the courage to serve their country, to remember those that have past and those that still serve. For me it is a time to catch up with my defence family and support each other.”
Cameron in full dress uniform and medals.
Although he will not be able to reconnect with his defence family in person, Cameron is content commemorating the event at home.
Cameron during his deployment in Iraq.
“It has been proposed through social media for all Australians to go to the end of their driveways at dawn on ANZAC Day,” he shared. “I will do just that and play ‘The Last Post’ through ABC Radio and observe a minute of silence,” He also encourages his fellow Australians to participate, ensuring that they abide with the social distancing requirements set by the government.
In his ANZAC Day message to all ex-servicemen and women, Cameron pledged his support to the brave veterans who have sacrificed much for the country.
“You are not alone,” he assured. “Many of us suffer from the effects of our service, both physically and mentally. We fought side by side whilst serving and we will continue side by side supporting each other through the good and bad times and when the demons are knocking at the door.”
Cameron (left) on the Kokoda track, Isurava Memorial 2015 with Kurt Fearnley, AO (second from left) Paralympic Games gold medallist, and friends.
“Australians embody the spirit of the ANZACs. These characteristics of endurance, courage, ingenuity, good humour and friendship are what will see Australia through the coming months. And like the ANZACS from all conflicts we must band together and look after each other in order to get through 2020.”
Contact us to learn more about the more than 6,000 men and women that make up our diverse and expert workforce, making a sustainable future possible across Australia.
Meet just a few of our people who are leading the way for women in the waste management industry.
Our People
March 6, 2020
Highlights
"I strongly believe that no matter where we come from, the size of our bank account, the colour of our skin or even where we went to school, we all bleed the same."
"I strongly believe that no matter where we come from, the size of our bank account, the colour of our skin or even where we went to school, we all bleed the same."
For International Women’s Day, we interviewed team members from a variety of roles to get their thoughts on diversity and inclusion in the waste management industry.
Rosa Naseri Project Process Engineer, Liquid & Technical Services (Narangba, QLD)
After almost ten years working as a project/process engineer, I had the opportunity in 2017 to join Cleanaway as a technical supervisor and after almost two years I got promoted to my current role.
Working on different projects with different people and organisations is the best part of my job at Cleanaway. This provides a constant challenge and plenty of opportunities to learn and grow.
On this year’s International Women’s Day theme – ‘Each for Equal’ – I strongly believe if each one of us can help to create a gender equal world, our world will be a wealthier, healthier and more peaceful place. An inclusive and diverse workplace produces happier and more productive employees who will feel valued, welcomed, integrated and included in the workforce, which is crucial to growing and sustaining businesses.
I see professional development as a way towards equality, and that’s why I am planning to become a chartered chemical engineer – the gold standard in process engineering which demonstrates the professional competencies and commitment to employers, policy makers, regulators and society.
To women who are keen to join the waste management industry – don’t be afraid to follow your passion and stay motivated. People will have no choice but to respect you once you have proven yourself and your abilities.
Rosa won the Continuous Improvement award in the 2019 Cleanaway Star Awards. She showed tremendous initiative, patience and diligence to turn ship bunker waste into a value-add product.
Taking over the Katoomba depot is what I have loved most about my job. It wasn’t long before the team all gave respect and support and were happy to take on the challenge with me to make Katoomba better. I also love that I’m spending half of my time in the office and the other half driving my truck, which gives me both freedom and knowledge. The interaction with the community is also something I’m passionate about as I love the challenge of helping the underdog and keeping local small businesses going.
What do I think about ‘Each for Equal’ this International Women’s Day? Earn respect for the work you do. Don’t ask for what you can’t and won’t do.
My workplace is very inclusive – the respect and support I receive from all around me has made me feel very welcome. Training is still required for some with outdated views, but I believe they are a minority now. Plus, Cleanaway has a Diversity and Inclusion Policy Statement that supports a diverse work culture.
To make equality work, we need an attitude to learn, a willingness to listen and the flexibility to take on more training. I’ve learnt more from other people during my time here and realised that my way is not always right.
A woman looking to make a career in the waste management industry should first make sure this is what you really want as it’s very physically and mentally demanding. As a truck driver and as part of the management I know firsthand how the hours can consume you – not just for a woman but for everyone in the industry. But it is still rewarding all the same.
Natalie won the Community Spirit award for coordinating a work role for Blake, a young truck enthusiast with disability.
Working for Cleanaway for the past seven years has presented me with so many opportunities. My Cleanaway journey started out in the Malaga workshop. I chose to make quite a big lifestyle change in accepting my first fly in/fly out job as resource operations coordinator on the Chevron Wheatstone contract. It was a daunting change, but I felt welcomed and comfortable from day one.
Within my first 12 months I earned a promotion and I am now the operations supervisor. I continue to learn from the waste veterans around me and grow my knowledge every day. I really enjoy my job and have no regrets in the path I chose to take. I receive nothing but support and encouragement from my managers and the whole Cleanaway Wheatstone team and I look forward to a brilliant future here.
I started with TOMRA Cleanaway in December 2017 working in the administration side of things in Tamworth, NSW, just as the container deposit scheme (CDS) was being rolled out. My family and I were very keen collectors so when the opportunity popped up to join TOMRA Cleanaway I jumped at it. Working for a company I respect in a role I love was an easy decision for me.
TOMRA Cleanaway is responsible for the Return and Earn container deposit scheme in NSW, with over three billion containers returned since it began in 2018. The success of the scheme can’t be pinned down to just a single aspect. So much effort has gone into the scheme behind the scenes from more than one group to be able to provide Return and Earn to the public. It’s the public’s response to it that has seen the numbers skyrocket – without all our avid collectors out there we wouldn’t have hit such high collection rates in such a short time.
My role as a regional account manager sees me working alongside the backbone rural and remote communities of our state. Seeing such tiny communities collect such huge numbers used to surprise me at the start. Return and Earn isn’t just a form of income to these communities and businesses – it’s also an avenue to support people, sporting clubs and charities. People in the bush are honestly the kindest and most giving I have ever come across and working closely with them gives me an even greater sense of respect and pride knowing I’m helping to support them. This is exactly why I love my job so much.
I work with an incredible team with a fantastic support network behind me. I have really enjoyed forming relationships with all my sites and I get to see some of the most spectacular parts of our state in my travels. Honestly, it couldn’t get any better!
The core message for this year’s International Women’s Day is ‘Each for Equal’. I strongly believe that no matter where we come from, the size of our bank account, the colour of our skin or even where we went to school, we all bleed the same. We all walk the same earth, breath the same air, and no one is above or below another. To paraphrase Martin Luther King, “Let us be judged on the content of our character.”
Using the first letter of my first name, an adjective that best describes me would be ‘thankful’. I am grateful for every milestone and step in my life. Both good and bad, they have moulded me into the person I am today.
My vision for an inclusive workplace is one where everyone supports each other and raises each other up with words and actions. It should be a place where everyone feels welcome because they belong.
I believe that investing in my professional success is one step towards equality. With that said,
I intend to enrol in a leadership course. Not necessarily to obtain a position in leadership, but to learn how to better support my teammates.
To women looking to join the waste management industry, I would say DO IT! One of my supervisors once said to me: “In a world where economies are crashing and people are losing jobs daily, there will always be one industry that remains strong – the waste industry.” And those words have never been truer. The waste industry is more than just smelly rubbish. It’s about making a difference today, for a better world tomorrow.
During the recent bushfires, Tianna displayed great initiative by starting a donation drive amongst southern NSW communities to collect food and other supplies for fire and rescue crews.
Sydney Dolan and Tegan Hayward High Pressure Water Jet Operators, Industrial & Waste Services (Whyalla, SA)
Sydney: We joined Cleanaway in September 2019 and are currently training to be all-rounders in the industrial cleaning field, specifically aiming to operate hydrovacs and hydrojets, amongst other equipment.
With these projects, I’ve been gaining lots of new experiences and developing skills. I’m really thankful that Cleanaway is helping me obtain my Heavy Rigid (HR) truck licence and everything else needed to fulfil my role here.
For International Women’s Day 2020, the theme ‘Each for Equal’ means to me that all women are equal to men and we deserve the same opportunities as anyone else. My vision for an inclusive workplace is what I currently experience – the jetting boys are always full of encouragement whenever we work together. I would strongly encourage more women to join the waste management industry. At Cleanaway, we always have all the support we need from the boys and our supervisors.
If I were to use the first letter of my first name to describe myself, it would be ‘sassy’, because why not? That’s who I am.
Tegan: We’re really pleased to have already completed several projects such as an intensive 40-day pellet plant cold shutdown, as well as cleaning of coke ovens and gas mains.
I love learning new skills like operating the hydrovac and hydrojets. It’s a different job every day and it helps that my social life has gotten a lot better ever since I started working at Cleanaway!
To me, equality is all about treating everyone the same way, whether you’re a man or a woman. I think it’s great now that more females are joining the team – this shows how inclusive our workplace is. I find Cleanaway is the best workforce to get into as all the guys are very supportive of the work we do.
If I were to describe myself in one word, it would be ‘tactful’ – I have the skills and sensitivity in dealing with people or with difficult issues.
Sydney and Tegan’s supervisor, Ian Cameron (Health, Safety & Environment Advisor/Driver Trainer) said, “Both of them have proven to be valuable team members out in the field performing industrial vacuum and water blasting tasks. They’re currently documenting all of their equipment and experience hours to eventually be senior operators.”
Sheree Giffin Executive Assistant to the General Manager, Solid Waste Services (Malaga, WA)
I started working with Cleanaway in October 2018, six months after the birth of my second child. My background has predominantly been within the construction and property industries, so coming into waste management has been a new world of learning.
What I love most about my job is the variety, the challenges, the people that I work with and the flexibility to be able to manage both work and care for two young children. Every day there is something new to learn about the waste industry. My role allows me to be a part of the leadership team where I can be a voice for my colleagues and have our views and ideas heard.
‘Each for Equal’ to me means every single person within an organisation, a workplace, or a home works towards the same goal of mutual respect and understanding of each other. An equal world is an enabled world!
An adjective that best describes me would be ‘smart’, with a little bit of ‘silly’. I’m very head strong and I know right from wrong. When it comes to making decisions with both work and personal life, I’m very smart and think things through without being too hasty. Then again, I also like to put a little bit of silly in there and you’ll often find me laughing (maybe a little too loud) around the office.
My vision of an inclusive workplace is one that makes all employees feel welcome, valued and included in the workplace. To have their ideas, views and thoughts heard and respected. It’s important to create a positive workplace environment that encourages respect for others – where no one is isolated or left to feel like they must work alone.
I’d encourage any woman looking to join the waste industry to do so! The perception is that the waste industry is a male-driven one, obviously due to a lot of truck drivers being male, and we therefore don’t get many women applying for those roles. The waste industry itself doesn’t always sound appealing at first, but there is so much more than emptying rubbish bins or going to the tip! Cleanaway has a number of women in senior leadership positions and it is always great to be a part of a company that sees women as equal and to work alongside them across the many different departments here at Cleanaway.
Sue Julius Senior Health & Safety Business Partner, Industrial & Waste Services
I joined Cleanaway last year as the Senior HSBP for the Liquid Waste Services business. Prior to that, I had over 20 years of experience in oil refining, manufacturing, oil and gas, engineering and transport. Most recently I’ve been asked to take on the same role for our Industrial & Waste Services business so I’m looking forward to the challenges ahead.
I love that my job is so varied. No two days in safety are ever the same, so I get to draw on experiences from my chemistry degree and from working in oil refining, oil and gas, mining and transport, and share those learnings into the business. I also absolutely love getting out with the guys in the field. I love that our operators are open and willing to share their experiences with me and teach me about the high-risk work that they do every single day and how they control those risks. So, I learn something new every single day, which is something that I love.
For me, ‘Each for Equal’ means every one of us working together towards a more equitable workplace and ultimately a more equitable world. Each of us is responsible for our own thoughts and actions, and we can actively challenge stereotypes, fight biases and remove barriers. This isn’t simply a woman’s issue – it’s a business and a global issue. How we act and our mindsets can have a significant impact on our workplace and our society.
If I were to choose just one adjective to describe myself, the obvious one would have to be ‘safe’. I live and breathe safety on a day to day basis, inside and outside of work. In fact, my friends like to call me Safety Sue. Another word I’d like to describe myself would be ‘spirited’. For anyone who knows me, they know that I’m not backwards in coming forward, and I like to challenge the status quo so we can all move to a better, more safe position.
I believe that an inclusive workplace is one that celebrates our diversity. A workplace where there’s a sense of belonging, connection and community at work – where we can bring our whole selves to work and feel safe doing so.
Something that I am working on is mindfulness, both inside and outside the workplace. I’m working on my ability to stay focused and yet remain flexible, particularly in those high stress situations. I’ve mentioned before that I love the diversity every day at work, but sometimes this means it can feel a little hectic. I need to be able to switch between tasks easily and quickly and often this means switching between a very creative approach and one that’s quite analytical. I’m working on strategies to help me remain calm and focused, using tools that clearly set agreed expectations, and ensuring effective communication with stakeholders so that my team and I can deliver results that exceed their expectations.
Don’t be afraid of the perception that waste management is a blokey industry. It’s not all about bins and garbos. The innovation and technological advances that are happening every single day provide a wealth of roles and opportunities. Women bring a different perspective and skillset to the organisation, and it’s that diversity that can help us build success for the business, and ultimately make a sustainable future a reality.
Contact us today to learn more about how we make an inclusive and sustainable future possible for communities and businesses across Australia.
“What’s equally important too is mentoring and developing women that have an aptitude or passion for a career path in waste management.”
Liquids and Technical Services Regional Manager Mark Smith was recently recognised by Cleanaway for the incredible work he’s been doing to encourage a gender-inclusive workplace. We caught up with Mark to get his thoughts on what diversity means to him and how his approach to talent management is making a sustainable future possible at Cleanaway.
Why diversity is important
To Mark, creating a balanced talent pool simply makes good business sense. “Gender diversity is critical to our productivity and profitability. It plays a vital role in ensuring that our operational strategy reflects the needs of our regional and metropolitan markets.”
“The recent appointments of our new female branch managers reflect a Cleanaway-wide commitment to supporting an energetic and contemporary team. Our female leaders have demonstrated a willingness to drive change and excellence in delivering safety, customer and growth outcomes. I’m excited to see the next few phases of recruitment where we see our female employees continuing to grow into senior leadership roles in our business.” said Mark on his recent efforts giving women opportunities in leadership roles within his team.
Mark (right) pictured with and Liquids and Technical Services General Manager Karl Baltpurvins at the 2019 Cleanaway Star Awards.
How organisations can build inclusive teams
Mark believes that diversity should be built into the very DNA of a business. At Cleanaway, our “Cleanaway Way” provides a uniting set of values built around teamwork, performance, safety and integrity which guides behaviours at all levels including recruitment.
“We come to work each day looking to deliver on our Cleanaway Way and ensure our decisions are aligned to our corporate values. If all our team members understand the value they provide every day, then diversity should be a natural output of that.” said Mark.
Challenges commonly faced in building a balanced workplace
Finding the right talent at the right time is the number one challenge Mark faces in recruiting a balanced team. “Our business is fast-paced, particularly in operations, and there’s little latitude when replacing or filling roles,” he said. “As a result, it’s critical to understand the mandate of the role, how and where to advertise it to ensure a balanced set of applicants, and then measuring those candidates against the three C’s – compatibility, capability and commitment.”
With short lead-times, the easiest selection often is a candidate in a similar role or with a similar work experience to a comparable role in the business. This bias doesn’t always encourage thinking outside the box when considering diversity, but Mark believes this can be overcome with the support from the human resources department and from the leadership of a business. “Ultimately, for inclusivity to thrive, hiring managers must remain objective, open-minded and be brave in challenging the status-quo.” said Mark.
Mark pictured with Branch Manager Nicole Watkins
How to support women in the waste management industry
Mark strongly believes in encouraging participation and the role of mentoring at “all levels, in all roles, at all times.”
“Mentoring and developing women that have an aptitude or passion for a career path in waste management is really important. Equally as transformative is ensuring that women are part of our everyday standard operating procedures narrative and recognising that their contribution is vital to improve business and performance.”
Attracting more talent to the waste management industry
Mark thinks more women will participate in the industry once the idea that “waste management is a man’s job” is overcome. In recent years, Cleanaway has seen more women participate in operational roles such as our female drivers and at management levels alike.
“Cleanaway has taken great leaps toward being the most sophisticated and advanced waste management business in the country,” said Mark. “This investment means that all employees have the opportunity to work safe and clean whilst contributing to improvements for waste management in the community.”
Contact us today to learn more about how we make an inclusive and sustainable future possible for communities and businesses across Australia.
Gaining real-world experience through Cleanaway’s internship program
Cleanaway helps university students gain vital industry knowledge through our internship program
Our People
March 4, 2020
Highlights
“I’m very thankful for the time and effort of everyone here at Cleanaway. Being a part of the team has allowed me to develop a better understanding of industrial operations as a student.”
“I’m very thankful for the time and effort of everyone here at Cleanaway. Being a part of the team has allowed me to develop a better understanding of industrial operations as a student.”
Third year university student Osama Rehman recently completed 12-weeks of hands-on experience at our Wetherill Park refinery under Cleanaway’s internship program. The industry placement was part of Osama’s Bachelor of Chemical and Biomolecular Engineering (Honours) course at the University of Sydney.
In his time with us, Osama worked alongside Production Engineer Farid Dawood and his team, and learned about a host of real-world applications relating to his studies including hydrocarbon processing technology, operating plant and equipment, lab analysis, workshop maintenance, safety and environment, housekeeping and technical reporting. Osama even had the opportunity to get involved in plant shutdown and start up activities.
At the completion of his internship, Osama said, “I’m very thankful for the time and effort of everyone here at Cleanaway. The team at Wetherill Park generously dedicated their knowledge to help me gain valuable industry experience. Being a part of the team has allowed me to develop a better understanding of industrial operations as a student.”
With crucial learning experience under his belt, Osama now has a genuine link between his studies and real-world practices. Well done Osama, we look forward to hearing great things from you in the future.
Learn more about a career in waste management here.
Contact us to find out how we’re making a sustainable future possible for communities across Australia.
“We pride ourselves on living our Home Safe value onsite and we take that home with us.” Branch Manager John Murphy
The Cleanaway team at Chevron’s Wheatstone LNG plant in WA holds a significant safety record of zero Lost Time Injury (LTI) and Medical Treatment Injury (MTI) incidents since coming on board in 2017.
For Branch Manager John Murphy, a strong safety culture is as important as delivering a quality service and it’s a message he drives through to his team every day. “We pride ourselves on living our Home Safe value and we take that home with us. We have a collective ‘can do’ attitude and a great customer who knows they can rely on a safe and reliable service every day. It’s a great team and I’m proud to be a part of it!” said John.
Pictured from left to right: General Manager Solid Waste Services WA/NT Brad Gornall, Branch Manager Chevron Wheatstone John Murphy and Business Manager Major Contracts Tim Hyatt
Cleanaway provides solid and liquid waste disposal services at Wheatstone, backed by an onsite fleet of liquid ring vacuum tankers, flatbed trucks, front and rear lift trucks, a 32-tonne forklift with a container lifting attachment and an impressive yellow gear collection. Our service packages the collected waste at an onsite transfer station before transporting it to our facilities for treatment and disposal.
“No two days are the same for our operators as they are skilled to operate all equipment. An operator can go from servicing front lift bins around site and the transfer station to vacuuming out a water tank on the LNG site.” John explains.
“Operators are rotated through all tasks over a 14-day period not only to maintain skill levels but to provide job variety to keep them engaged on the task at hand.”
At Cleanaway, the wellbeing of our people and the communities where we operate is our priority. Find out more about our commitment to health and safety here.
Contact us to learn more about how we’re making a sustainable future possible in communities across Australia.
“I was online searching for work and then ‘boom’ I saw it!” Learn about how Trainee Operator Gail Ruki came to work with our operations team and how she finds life on the road with Cleanaway.
What was it that first attracted you to apply for a role with Cleanaway?
My skills and expertise driving trucks, collecting grease traps (led me to the role)
How many years of experience do you have?
Five years
How did you hear about the role with us?
I was online searching for work and scrolling and then boom! I saw it!
What are the things that you enjoy most about your role?
Anything and everything! I love meeting new clients, I love working with them, and everything is challenging.
In what ways does employment with Cleanaway suit your life outside of work?
All the kids are grown up now and so life is easy and work is easy (for me)
Contact us to be a part of our talented and diverse workforce making a sustainable future possible across Australia.
It’s great to have Trainee Operator Louise Marston on the team. Louise is part of a growing number of women drivers who are making a difference in the waste management industry.
What are the things that enjoy most about working with Cleanaway?
The job variety. Every day is different and the satisfaction you get after seeing a client happy with a job you’ve done.
Would you recommend working with Cleanaway to your friends or family?
I’d definitely recommend working with Cleanaway to family and friends because it’s a fantastic place to work with plenty of opportunities for career progression and lots of awesome people to work with.
There’s not been one situation that I’ve been put in where I’ve felt unsafe. Cleanaway always works with you to find the safest option to do the job.
What does equal opportunity in the workplace mean to you?
Equal opportunity means to me that everyone gets the same chance fir career outcomes and progression. I’ve always been encouraged at Cleanaway to go that next level.
What is your ideal job environment?
My ideal job environment is a place where you can come in happy to work everyday, with friendly staff, which is what you get here at Cleanaway. I’ve never, ever been unhappy here!
Contact us to be a part of our talented and diverse workforce making a sustainable future possible across Australia.
Family reunited with lost war medal found in recycling
Cleanaway Operator Rob Gorman was recently recognised for his efforts in returning a war medal found at Chandler Resource Recovery Centre
Our People
December 4, 2019
Highlights
Rob immediately recognised the medal as a Defence Force Service Medal, and with only the identification number on the back as a guide, started his detective work to track down its owner.
Rob immediately recognised the medal as a Defence Force Service Medal, and with only the identification number on the back as a guide, started his detective work to track down its owner.
Pictured from left to right are the team from Chandler Resource Recovery Centre: Adam Watt, Stuart Osborne, Rob Gorman, Mark Douglas, Jason Kerr
Chandler Resource Recovery Centre Operator Rob Gorman recently undertook a major search mission when a Defence Force Service Medal was found in a box of recycling. Rob immediately recognised the significance of the medal as a Defence Force Service Medal, and with only the identification number on the back as a guide, started his detective work to track down its owner.
Rob posted on numerous Defence Force Facebook pages where he received hundreds of replies – many of them messages of support. Eventually, Rob was able to narrow the search and identify the medal’s owner.
The medal belonged to a 70-year-old soldier who had recently passed away. His widow had arranged for family members to come around and help clean up the house which is how the medal ended up in a box with other bric-a-brac and sent to Chandler Resource Recovery Centre for disposal.
The soldier joined the Royal Australian Air Force (RAAF) as an Airman in 1971, relocated to Queensland shortly after where he spent his entire 15 years of service. One of his long-time mates was a gentleman called Ted who collected the medal. Ted was very appreciative of the time and effort that Rob had invested and gave his heartfelt thanks to Rob and the crew with more than a little emotion.
Rob understood the significance of the medal having spent eight years in the Royal Australian Engineers unit of the Australian Army as a Civil Construction Plant Operator. In his service, he has helped with the clean up of the 2011 Queensland floods and built remote aboriginal communities, among many other highlights.
In recognition of his efforts, Cleanaway awarded Rob with a GEM award for Going the Extra Mile.
Contact us to learn more about the talented men and women who are making a sustainable future possible with Cleanaway.
15 years living our customer values with Kass Goddard
Learn about Kass Goddard’s true blue brand of customer service as she marks 15 years with Cleanaway
Our People
November 28, 2019
Highlights
“I am proud of the level of service we provide to our customers every single day. We have a great team and there is not one person across the state that doesn’t put the customer first and live the Think Customer principles.” - Erskine Park Customer Service Manager Kass Goddard
“I am proud of the level of service we provide to our customers every single day. We have a great team and there is not one person across the state that doesn’t put the customer first and live the Think Customer principles.” - Erskine Park Customer Service Manager Kass Goddard
Meet Kass Goddard who recently celebrated a milestone of 15 years working with Cleanaway. Kass is currently working out of our NSW Erskine Park facility in a customer-facing role she’s incredibly passionate about.
Role: Customer Service Manager.
Motto for life: Be kind, you don’t know what another person is going through unless they tell you. Kindness is free.
Making a sustainable future possible: We don’t need 100 people doing sustainability perfectly, we need millions of people doing it imperfectly but trying.
Love at first ‘site’
Kass was only 19 when she joined Cleanaway, having previously worked on a project in the direct satellite broadcast industry in a customer support role. She knew right away from her early experience that she enjoyed interacting with customers and came to Cleanaway looking to build a career in that role.
“I worked at Telstra in Foxtel/AUSTAR tech support assisting customers with setting up and connecting their new equipment to existing equipment as well as routing technicians when over-the-phone support wasn’t enough,” Kass explained about her first job.
“I loved the interaction with customers and that every single call was different. Once the project ended, I was looking for a job that had the same feel to it, with the same skill set. I wanted a career though, not just a job, and Cleanaway was just the place I was looking for.”
When she first joined Cleanaway, Kass was pleasantly surprised at how much customers cared about their waste. “Waste can become VERY emotive. I realised early on that people were concerned not only about disposing waste but where it went after collection, why it wasn’t collected and how often it was collected,” said Kass.
When asked about the most common misconception she’s heard about the waste industry, Kass was passionate in her response, “It’s a myth that we are all cowboys and we just collect everything and take it to landfill. While it’s true that there are rogue players in the industry, Cleanaway 100% believe in our mission to make a sustainable future possible. Everything we do here takes a step towards that. Look at Footprint 2025. It’s all about building prized infrastructure that will help make this future a real possibility by investing in resource recovery and improved diversion.”
For future leaders looking to embrace in role in the management industry, Kass had this advice to give, “Jump in and get into it! It’s an exciting and infectious industry, and once you’re in, you’re in! It’s filled with great people who want the best outcome for the customer, but make sure you join the best, which is Cleanaway of course!”
Pictured: Kass in front of a container return centre in NSW
A day in the life in customer service
In her role as a Customer Service Manager, Kass is energised by the variety in her job. “One minute I could be leading the call centre team, taking a customer escalation or offering advice on customer enquiries, and the next I am speaking with our Regional Manager about supply chains and how we can improve it,” she explained.
“I could be talking to our General Manager David Clancy about energy from waste and what that will mean to our customers. Or I could be writing communications to go out to our customers. Every minute of every day brings an exciting new challenge and an opportunity to better our service to our customers.”
Dealing with negative feedback is part and parcel of being in customer service and Kass makes it a point to always see the positive side of it.
“I think it’s important to remember that every piece of negative feedback offers an opportunity for improvement,” she said. “What I always do is thank the customer for the feedback and for giving us the opportunity to rectify the situation. As I said earlier, waste can become an emotive topic so staying calm and letting the customer get their frustrations out is extremely important.”
On how to ensure a positive customer experience, Kass shared her golden rules: “Make it easy for the customer to do business with us, put the customer first (but not at the cost of safety) and get it right the first time,” she emphasised.
“Where we haven’t been able to get it right, a root-cause analysis is so important so that the customer isn’t impacted in this way again. In a customer contact centre, specifically taking ownership and a good, positive, can-do attitude will almost always ensure a positive customer experience.”
Kass has had her share of challenging situations, which required the whole team to come together to find a resolution. “The Sydney-wide electrical outages last summer resulted in customers needing to dispose of frozen or cold stock from the stores. This is typically done via bulk bins,” she explained.
“It happened on a Saturday evening and presented a challenge in that most of our operational staff were unavailable or had already worked their maximum number of days and hours. We delivered skips bins out to the stores where we could and reached out to our team mates in the NSW Container Deposit Scheme (CDS) for additional drivers. The team at CDS were so accommodating and jumped in our Commercial and Industrial (C&I) trucks to provide reloads and hand loads at stores using our rear lift fleet.”
“We even had an instance of a well overloaded bin where the customer asked us to provide the manual labour to help unload some of the waste into another bin. We provided this service to them by reaching out to our Municipal team. It was such a combined effort across multiple business units to provide service to our major customers that they were extremely grateful for.”
Pictured: Kass and team at the Acknowledgement For Country ceremony in Eastern Creek
It takes a team to tango
Kass is a firm believer in teamwork and considers ‘open communication’ and ‘continuous improvement’ to be the key ingredients of any successful collaboration.
“I encourage my team (and other team members) to come to me with ideas and suggestions for improvement,” she said. “I don’t mind where a good idea comes from. If it can improve our customer’s experience, I am more than happy to have a look at it. If another customer service centre is doing something better than us in NSW, I want to know how they do it and if it is indeed best practice. If it is, then let’s roll it out across the nation and get everyone to the same standard.”
“I am proud of the level of service our team provides to customers every single day. We have a great team and there is not one person across the state who doesn’t put the customer first and live our ‘Think Customer’ principles,” she added.
Kass shared a recent anecdote about a team mate who went above and beyond for a customer.
“There was a time that a Customer Service Officer (CSO) came into the depot on a Saturday in her own time to let a customer pick up 240L bins for an event being held later that day. We had no drivers available to do the job on a Saturday and the customer could not take delivery on a Friday due to where the event was being held,” she recalled. “The CSO arranged to meet the customer on-site (with approval from the Branch Manager) so they could collect the bins for the event.”
Pictured: Kass and General Manager Solid Waste Services NSW/ACT David Clancy doing their bit for the environment during Clean Up Australia Day
Memorable moments on the job
With 15 years of experience at Cleanaway, it’s not surprising that Kass has had more than one memorable day on the job.
“Oh there are so many! But there was one I’d rather forget – my interview with David Clancy for the NSW Customer Service Manager job. Let’s just say after 12 years without a single interview, I didn’t do so well. Thank goodness for my sheer passion for the job otherwise I’m not sure I had anything else to contribute,” Kass said with a laugh. “Lucky for me, David backed me cause that interview was woeful.”
When asked to reflect on her proudest moment, Kass said, “Taking on a customer service team at Erskine Park and introducing them to performance benchmarks and eventually achieving our Grade of Service goal was one of my proudest days on the job. And, of course, my Star Award nomination for Internal Customer Service Champion.”
Pictured: Kass and Cleanaway CEO and Managing Director Vik Bansal at the opening of Cleanaway Erskine Park Transfer Station
“And finally, there’s that morning tea celebrating my 15 years milestone. That was a happy moment I was glad to share with my team and Cleanaway family.”
Pictured: The team celebrated Kass’ 15 years with a Cleanaway cake
On a healthy work-life balance
Outside of work, Kass is a loving mum to her family of four.
“I have a three-and-a-half-year-old little boy Hudson who has my personality and enthusiasm for everything. Unfortunately, he has my clumsiness too, so he keeps me on my toes! We also have an eight-month-old baby girl Paige who is a daddy’s girl and then there’s my hubby Justin.”
“We love being outdoors when we have time and camping is one of our favourite ways to relax and unwind. On a weekend you will usually find us on a picnic somewhere attempting to keep the toddler entertained and burn some of his energy!” Kass said with a smile.
Pictured: Kass and her youngest daughter, Paige
Kass has a lot of love for her Cleanaway family. “Thanks for the ride!” Kass said good-naturedly. “Thank you to everyone who has supported me on my journey here. There are some very special people in this company whom I am proud to call friends as well as colleagues, they know who they are. I have literally grown up in this place and I wouldn’t be the person I am today without Cleanaway.”
“Here’s to 15 more years.”
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