Senior Case Manager at Yarra Valley Water

Position overview

• Permanent, Full-Time opportunity
• True hybrid working – work from home and our Mitcham office
• $107,675.65 - $113,862.32 per annum plus 12% superannuation

The role
To ensure the efficient, fair, and effective resolution of complex customer complaints related to water and sewer infrastructure. The Senior Case Manager owns complaint reporting and supports case managers through coaching, oversight, and technical guidance while leading initiatives that improve complaint handling, customer satisfaction, and systemic outcomes across the business.  

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.

Your key responsibilities

• Manage a small portfolio of high-risk, high-complexity complaints, including MD/Ministerial escalations, complex EWOV matters, systemic issues, and vulnerable customer cases. 
• Apply best practice complaint handling, investigation frameworks, and regulatory standards to deliver fair, commercially sound, and customer-centric outcomes. Identify and address accurately the root cause of complaints to contain and sustainably resolve.  
• Provide daily support, coaching, and technical guidance to Case Managers to strengthen their decision-making and complaint resolution capabilities. Have effective and constructive conversations to assist with building efficiencies and improving team performance to KPIs and SLAs.  
• Support onboarding of new staff and contribute to development and delivery of team training, soft skills development, knowledge management and technical updates. 
• Develop knowledge-sharing materials (e.g., guidance notes, frameworks, FAQs) aligned with complaint handling and regulatory requirements. 
• Lead or contribute to cross-functional working groups to address systemic issues or process gaps identified through complaints and insights.  
• Lead monthly, quarterly, and ad-hoc complaint reporting, including performance tracking and forecasting, providing insight on complaint trends, drivers and root cause analysis. 
• Provide actionable insights and compelling storytelling using complaints data to inform improvement opportunities, business cases, and executive briefings.
• Periodically work ‘on call’ as part of duty management responsibilities, including participation in emergency management events. 

What we’re looking for

• Strong background in customer service, with experience contributing to strategy development and driving service/process improvements
• Skilled in dispute resolution and navigating complex stakeholder interactions, including influencing at a management level
• Ability to provide actionable insights and craft compelling stories using complaints data to support continuous improvement, build business cases, and inform executive decision-making
• Demonstrated ability to understand and communicate complex issues clearly, both verbally and in writing
• Experience in developing, coaching, and managing team members to improve service delivery and performance
• Proven capability in process improvement and project delivery, including scoping initiatives, driving outcomes, and quantifying benefits. Post Implementation Review/Agile experience is a plus
• Strong interpersonal and negotiation skills, with experience engaging with senior management, customers, regulators, and committees
• Relevant qualifications in customer service or business (desirable but not essential)

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.

• $107,675.65 - $113,862.32 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
• 14 weeks paid leave parental leave
• 15 days paid personal leave, which can be used for caring, wellbeing, mental health, menstrual or menopause
• 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: Tuesday, 7^th October 2025
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 2542 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.