Position Overview Permanent, Full-time opportunity True hybrid working - work from home and our Mitcham office $110,905.92 - $117,278.19 plus 12% superannuation 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 Reporting into the Manager, the Case Management Specialist, Customer Care provides a critical role in resolving complex disputes between parties. The role is responsible for providing technical expertise and guidance to support team members in Case Management Retail Services, ensuring consistent, efficient, fair, and effective investigation and resolution of Yarra Valley Water (YVW) customer issues, including but not limited to asset, billing, and customer experience issues. The role will contribute to best practice in complaint handling, process & documentation, quality assurance, intervention in highly complex cases, as well as to identify, articulate, and report, on potential systemic issues at YVW. They will maintain the systemics risks register, contribute to training & development, reduced days to resolve, and improved outcomes for YVW and our customers. They must demonstrate strong leadership skills, a high level of professionalism, and a commitment to ensuring that all cases are resolved fairly and equitably. Your Key Responsibilities Offer technical support and expert guidance to Case Managers to ensure efficient handling of asset management, billing issues, customer experience concerns, and other administrative tasks. Deliver specialist advice on conciliation and dispute resolution techniques, while fostering strong relationships with key stakeholders. Act as an escalation point for complex customer inquiries and take ownership of highly intricate cases requiring advanced problem-solving skills. Identify gaps and opportunities in policies and practices through quality assurance practices, with a focus on customer service, innovation, commercial thinking and driving performance. What we're Looking for We are looking for someone who will contribute to best practice in complaint handling, quality assurance, intervention in highly complex cases, as well as to identify, articulate, and report, on potential systemic issues at Yarra Valley Water. Technical expertise in complaint handling functions Knowledgeable about relevant laws and regulations and industry trends An aptitude for handling difficult conversations Understanding OHS law, obligations, and regulations highly advantageous Well-developed written and verbal communication skills To view the full position description, click HERE . 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. $110,905.92 - $117,278.19 plus12% superannuation 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. To read more about our benefits and culture, read our employee handbook HERE . Did you Know? Research shows that men apply to jobs when they meet an average of 60% of the criteria, while women and other marginalised people tend to only apply when they meet all of them. So, if you think you have what it takes, but don't necessarily tick every box, please apply or get in touch. We'd love to have a chat and see if you could be a great fit. How to Apply Applications should include a supporting Cover Letter and Resume. Closing date: Wednesday 6 th May 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 dei@yvw.com.au . If you need any help with the application process or would like to discuss the recruitment process, please contact us via email recruit@yvw.com.au . 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.
