Position Overview
- 6-Month Secondment, Full-time opportunity
- True hybrid working – work from home and our Mitcham office
- $91,214.68 - $97,729.94 pro-rata per annum 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
We are looking for a dedicated Case Manager to investigate and resolve customer enquiries and complaints regarding water and sewer infrastructure
Your Key Responsibilities
- Manage customer complaints regarding water/sewer supply interruptions, blockages, spills, and water quality issues.
- Handle disputes regarding YVW infrastructure in addition to private infrastructure repair, ongoing leakage issues with confused sources, and matters referred by the Energy and Water Ombudsman (Victoria).
- Build strong relationships with key stakeholders including the Customer Contact Center, Development Services, Operations, Planning, and external contractors to resolve issues.
- Work with internal teams and contractors to identify the root cause of complaints and address systemic issues.
Provide plain English reports on works undertaken or faults experienced, ensuring clarity for all parties involved.
- Assist the Manager with inducting new team members and supporting Contact Center Faults Call Takers as required.
What we’re Looking for
- 3+ years of experience in a customer service environment.
- 2+ years of experience in best practice dispute resolution within a service environment.
- Well-developed critical thinking skills with the ability to draw on multiple pieces of information to make logical, fair outcomes.
- Exceptional written and verbal communication skills, specifically the ability to convey complex information in plain English.
- Strong negotiation skills to identify core issues and help parties develop resolution options.
- Experience in word processing, spreadsheets, and database evaluation.
- You are comfortable working with ambiguity and can quickly build rapport and empathy with customers, contractors, and team members.
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.
- $91,214.68 - $97,729.94 pro-rata per annum plus 12% superannuation
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Flexible working arrangements where our people are empowered to design their days with their team. Read our hybrid playbook HERE.
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Free and secure on-site parking with on-site café at our Mitcham office.
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16 weeks paid parental leave.
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15 days paid personal leave, which can be used for caring, illness, wellbeing and mental health needs.
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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.
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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: Monday 20th July 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 [email protected].
If you need any help with the application process or would like to discuss the recruitment process, please contact us via email [email protected].
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.
Yarra Valley Water is recognised by Australian Disability Network as a Disability Confident Recruiter employer.
