Manager, Case Management
vor 3 Wochen
Manager - Case Management Team
- _Lead a high performing dispute resolution practice for over 2 million Victorians_
- _Full-time or flexible position opportunity_
- _Purpose driven and value-based organisation_
- _Hybrid workplace, committed to flexible ways of working_
Are you passionate about people leadership, negotiating fair outcomes with customers and making a positive difference for the community and the natural environment? We're looking for an experienced, purpose driven Case Manager to join our team.
The Role
Reporting into the Divisional Manager of Service Response, you'll lead a team of complaints professionals in resolving disputes relating to water and sewerage infrastructure.
Operating within dynamic environment, you'll establish and maintain service policies and practices, nurture team culture and work with the suppliers and the business to resolve systemic challenges with service delivery.
About us
Yarra Valley Water provides essential water and sanitation services to over two million people. We are one of Australia's largest water utilities with more than 30% of Victoria's population relying on us 24/7.
We're future focused and continually work to anticipate the changing needs of our customers and stay ahead of evolving community expectations.
We're shifting to a regenerative approach in our work to actively contribute to improving the natural environment we all rely on.
You'll be working in our Distribution Services Group, a fast paced, dynamic and rewarding operational environment, where we work together to ensure essential water and sanitation services are delivered to our customers and community day in day out.
Key Responsibilities
- Lead a team of complaints professionals with the objective of growing capability and culture.
- Ensure the efficient, fair and effective investigation and resolution of water and sewer infrastructure related customer complaints and issues.
- Develop, improve, implement and maintain customer service policies and practices.
- Contribute to continuous improvement in service delivery, leading to greater levels of satisfaction and reduced cost to serve.
About you
We are looking for someone with a passion for leadership, a critical and objective thinker with the ability to find and negotiate fair outcomes with customers.
- 5+ years' experience in leading complaints resolution teams.
- A seasoned people manager who can build capability in others, nurture and grow culture.
- Ability to manage and influence internal and external stakeholders.
- Demonstrated experience managing complaints operations and driving business improvement.
Why work with us?
- The role is classified as a Senior Officer and the Total Remuneration Package (TRP) is $141,000 per annum, inclusive of 10.5% superannuation
- An inclusive culture, that cares deeply about people and their professional growth
- Flexibility for real. For us it starts with trust. We're committed to creating a truly hybrid workforce where our people are empowered to design their days with their teams, around where their work is best done our hybrid working principles. Home office set up allowance
- Home office set up allowance of $650
- 14 weeks paid parental leave
- 15 personal leave days per year
- Ongoing training and development opportunities
- Social events, skillsharing and networking opportunities
- Generous personal leave entitlements
This means that our salary offer will be firm (with no negotiation) because our offer is based solely on the value of the role you are employed to perform.
This is our way of ensuring our people are paid the same salary for roles of similar value and that there is no unconscious bias when we set pay.
If this approach is new to you please chat to one of the Talent Team about it furtherHow to apply
Applications should include a supporting Cover Letter and Resume.
If you want to learn more, please reach out to Julian Hill on
Closing date: 6 July 2023
- Successful applicants must be eligible to work in Australia and agree to provide information for preemployment checks, if required for the position (which may include police records checks)._
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