Case Manager

Yarra Valley Water; Melbourne; Híbrido; AUD 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working arrangements

Free and secure on-site parking with a

16 weeks paid parental leave

15 days paid personal leave

5 days paid reproductive leave

Holiday swap option

Descripción de la vacante

Yarra Valley Water is seeking a Case Manager to investigate and resolve customer enquiries and complaints related to water and sewer infrastructure. You will apply the Investigation Framework and Fair Outcomes Framework, taking ownership from initial enquiry to resolution in a fast-moving, outcomes-driven team.

This hybrid role combines remote work with time at our Mitcham office. You will build relationships with customers, contractors and internal stakeholders, analyse information, identify

Formación

• Experience in customer-facing, complaints resolution, case management or dispute resolution environments
• Strong critical thinking and analytical skills, with the ability to assess multiple sources of information, prioritise competing deadlines and make balanced, evidence-based decisions
• Ability to build and maintain positive, productive relationships with customers, contractors and other stakeholders
• Excellent customer service and interpersonal skills, with the ability to build rapport, demonstrate empathy and deliver positive customer experiences.
• Strong negotiation and conflict resolution skills, with the ability to identify underlying issues and work towards fair and sustainable outcomes
• Confident working in a dynamic environment, taking ownership of work and adapting priorities as circumstances change
• Excellent written and communication skills, with the ability to explain complex information clearly and concisely
• Demonstrated resilience and professionalism when managing challenging situations and complex customer matters.

Responsabilidades

• Investigate and resolve customer enquiries and complaints in accordance with Case Management Principles and Procedures, the Investigation Framework, Fair Outcomes Framework and agreed service standards
• Prepare clear, accurate and concise reports on completed works investigation and service faults
• Establish and maintain strong relationships with external stakeholders, key suppliers and partners to deliver positive customer outcomes.
• Collaborate with contractors and key internal stakeholders to identify complaint trends, investigate root causes and recommend and implement improvements.
• Provide administrative and claims management support as required to ensure the efficient delivery of teams objectives and customer service outcomes

Conocimientos

Case management

Customer-facing

Analytical thinking

Relationship building

Negotiation

Communication

Resilience

Time management

Descripción del empleo

• True hybrid working - work from home and our Mitcham office

About Us We're on a mission to create a brighter future, where you can be a change maker at the actual source. We're one of Australia's largest water utilities with over 30% of Victoria's population relying on us for their essential water and sanitation services. Our award-winning culture fosters an inclusive, collaborative, and flexible environment that enables our people to thrive. Here, you'll be inspired and challenged to grow alongside us. We're committed to reconciliation and supporting the self-determined role for Traditional Owners/Custodians in water and land management.

The Role As a case manager, you will investigate and resolve customer enquiries and complaints relating to water and sewer infrastructure, ensuring fair, balanced and timely outcomes for customers and community. Using the Yarra Valley Water Investigation Framework and Fair Outcomes Framework, you'll take ownership of cases from initial enquiry through to resolution while meeting service and performance standards. This is an empowering and autonomous role where you'll use communication, negotiation and problem-solving skills to navigate challenging situations, manage competing priorities and build strong relationships with customers, contractors and internal stakeholders. Working collaboratively across the business, you'll identify underlying issues, investigate root causes and contribute to continuous improvement initiatives that enhance the customer experience and support Yarra Valley Water's strategic goals.

Your Key Responsibilities

• Investigate and resolve customer enquiries and complaints in accordance with Case Management Principles and Procedures, the Investigation Framework, Fair Outcomes Framework and agreed service standards


• Prepare clear, accurate and concise reports on completed works investigation and service faults


• Establish and maintain strong relationships with external stakeholders, key suppliers and partners to deliver positive customer outcomes.


• Collaborate with contractors and key internal stakeholders to identify complaint trends, investigate root causes and recommend and implement improvements.


• Provide administrative and claims management support as required to ensure the efficient delivery of teams objectives and customer service outcomes

What we're Looking for

• Experience in customer-facing, complaints resolution, case management or dispute resolution environments


• Strong critical thinking and analytical skills, with the ability to assess multiple sources of information, prioritise competing deadlines and make balanced, evidence-based decisions


• Ability to build and maintain positive, productive relationships with customers, contractors and other stakeholders


• Excellent customer service and interpersonal skills, with the ability to build rapport, demonstrate empathy and deliver positive customer experiences.


• Strong negotiation and conflict resolution skills, with the ability to identify underlying issues and work towards fair and sustainable outcomes


• Confident working in a dynamic environment, taking ownership of work and adapting priorities as circumstances change


• Excellent written and communication skills, with the ability to explain complex information clearly and concisely


• Demonstrated resilience and professionalism when managing challenging situations and complex customer matters.

Why Yarra Valley Water?

We celebrate and encourage new thinking at every level. Creating opportunities for you to grow - both professionally, and personally. When you flourish, we all do.

• Flexible working arrangements where our people are empowered to design their days with their team. Read our hybrid playbook HERE.


• Free and secure on-site parking with on-site café at our Mitcham office.


• 16 weeks paid parental leave.


• 15 days paid personal leave, which can be used for caring, illness, wellbeing and mental health needs.


• 5 days paid reproductive leave which can be used for experiencing symptoms or undergoing procedures associated with issues such as menopause, menstruation, endometriosis, PCOS, prostate health, or IVF.


• Request to swap certain public holidays for another day of paid leave.

Closing date: Monday, 16 November 2026

This position is available for Yarra Valley Water employees and external applicants.

We welcome applications from everyone, including Aboriginal and/or Torres Strait Islander peoples, people with disability, mature age and young job seekers, members of the LGBTIQA+ community and people of all cultural backgrounds.

If you need this information in an accessible format or would like to discuss reasonable adjustments during the recruitment process. Please call 03 9872 2599 or email [e-mail].

If you need any help with the application process or would like to discuss the recruitment process, please contact us via email [e-mail].

Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks, if required for the position. This may also include a Police Check or AusCheck, where an offer will be subject to a satisfactory outcome of these checks.

Yarra Valley Water is recognised by Australian Disability Network as a Disability Confident Recruiter employer.