Dispute Resolution Case Manager - Customer Experience

Rinnai; City of Melbourne; On-site; AUD 95,000 - 130,000; Full time

Benefits offered by this job

Onsite gym

Onsite parking

Electric standup desks

Natural lighting

Onsite micro market

Health and wellbeing programs

Corporate partnerships for discounts

Rewards and recognition programs

Job summary

Rinnai in Melbourne is seeking a Customer Relations Case Manager - Dispute Resolution to own investigations and resolutions of complex customer complaints, grounded in ACL and company policy. You will gather evidence, assess obligations, and collaborate with Technical Support, Service, Marketing, Finance, Logistics and Customer Experience teams to determine fair outcomes while managing expectations.

This role emphasizes practical, timely dispute resolution and continuous improvement of products

Qualifications

• Experience in dispute resolution, investigations, case management, complaints handling or a similar decision-making role.
• Strong critical thinking, analytical and problem-solving capability.

Responsibilities

• Conduct structured investigations by identifying the issue requiring determination, gathering relevant evidence and assessing the obligations that apply.
• Evaluate information from customers, technicians, service providers and internal stakeholders to make balanced, evidence-based decisions.
• Apply sound judgement to determine fair, reasonable and timely outcomes in accordance with Australian Consumer Law, warranty obligations and company policy.
• Negotiate practical and commercially appropriate resolutions while managing customer expectations.
• Collaborate with Technical Support, Service, Marketing, Finance, Logistics and Customer Experience teams to achieve timely customer outcomes.
• Liaise with external service providers, installers, contractors and suppliers where required.
• Manage a portfolio of complex customer disputes while maintaining service standards and investigation quality.
• Produce accurate, comprehensive and well-reasoned case records that clearly support decision making.
• Prioritise competing workloads and respond effectively during peak periods.
• Process approved customer reimbursements and associated administrative activities.
• Analyse complaint trends and identify recurring issues impacting customer experience.
• Recommend improvements to products, services, processes and customer communications.
• Support frontline Customer Experience teams by providing guidance on complaint handling and early dispute resolution where appropriate.

Skills

Dispute resolution

Investigations

Case management

Complaints handling

Critical thinking

Evidence evaluation

Legislation interpretation

ACL knowledge

Written communication

Stakeholder management

Prioritisation

Tools

Microsoft Office

CRM systems

Job description

Rinnai in Melbourne is seeking a Customer Relations Case Manager - Dispute Resolution to own investigations and resolutions of complex customer complaints, grounded in ACL and company policy. You will gather evidence, assess obligations, and collaborate with Technical Support, Service, Marketing, Finance, Logistics and Customer Experience teams to determine fair outcomes while managing expectations.

This role emphasizes practical, timely dispute resolution and continuous improvement of products