Hybrid Case Manager: Customer Resolution (Water)

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

Benefits offered by this job

Flexible hybrid working

Free on-site parking

16 weeks parental leave

15 days personal leave

5 days reproductive leave

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 use established frameworks to manage cases from initial enquiry through to resolution, ensuring fair and timely outcomes.

The role emphasizes autonomous work, strong communication and negotiation skills, and collaboration across the business to drive continuous improvement and enhance the customer experience.

Qualifications

• Experience in customer-facing environments.
• Strong communication and problem-solving skills.
• Ability to manage multiple cases simultaneously.
• Proactive in building relationships with stakeholders.
• Excellent written and verbal communication.
• Demonstrated resilience in challenging situations.

Responsibilities

• Investigate and resolve customer enquiries and complaints in line with Case Management Principles and Frameworks and service standards.
• Prepare clear, accurate reports on completed investigations and service faults.
• Establish and maintain strong relationships with external stakeholders, suppliers and partners.
• Collaborate with contractors and internal stakeholders to identify trends and root causes and recommend improvements.
• Provide administrative and claims management support to ensure teams meet objectives and customer outcomes.

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 use established frameworks to manage cases from initial enquiry through to resolution, ensuring fair and timely outcomes.

The role emphasizes autonomous work, strong communication and negotiation skills, and collaboration across the business to drive continuous improvement and enhance the customer experience.