As our Case Manager, you'll play a part in driving positive change for the communities we serve.
Permanent, full time opportunityTrue hybrid working – work from home and our Mitcham officeThis role reports to the Manager Case Management, within the Retail Services division. Our Case Managers investigate and resolve customers' billing related enquiries and/or complaints, with a focus on reaching fair outcomes, through well-developed critical thinking and negotiation skills.
About usWe'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.
Your key responsibilities Investigate and resolve customer enquiries and complaints in adherence to YVW's Complaint Management Framework.Provide reports and detailed investigation responses.Assist in identifying and addressing the root cause of complaints.Build strong relationships with all stakeholders.Manage complaints and competing priorities within timeframes.What we're looking for Experience in a customer service environment.Demonstrated interpersonal and negotiation skills in dealing with key stakeholders.Well-developed written and verbal communication skills, with the ability to convey complex information in plain English.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.$650 home office set up allowance for eligible employeesFree and secure on-site parking with on-site café at our Mitcham office14 weeks paid parental leave15 days paid personal leave, which can be used for caring, wellbeing, mental health, menstrual or menopauseRequest to swap certain public holidays for another day of paid leaveHow to applyApplications should include a supporting Cover Letter and Resume.
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 LGBTI+ community, and people from all cultural backgrounds.
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.
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