Position overview
* Permanent, Full-time opportunity
* True hybrid working – work from home and our Mitcham office
* $91,214 - $97,729 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
This role reports to the Manager Case Management, within the Retail Services division. Our Case Managers play a crucial role in investigating and resolving complex customer billing related enquiries and complaints, with a focus on reaching fair and reasonable outcomes.
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.
* Proven experience in dispute resolution / complaint handling.
* 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.
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.
* $91,214 - $97,729 per annum plus 12% 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: Monday 1 June 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 2*** or email ***@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 *******@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.