Hybrid Case Manager: Customer Resolution & Investigation

Yarra Valley Water Corporation; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

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

Job summary

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

Qualifications

• 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.

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

Skills

Case management

Customer-facing

Analytical thinking

Relationship building

Negotiation

Communication

Resilience

Time management

Job description

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