Manager, Case Management

**Manager Case Management**

Position overview

As our Manager Case Manager, you’ll play a part in driving positive change for the communities we serve.
- Permanent, full time opportunity
- True hybrid working - work from home and our Mitcham office
- $157,594 per annum inclusive of superannuation

This role reports to the Divisional Manager of Service response. We genuinely want to connect with our customers, the Manager Case Management will be an integral role in the Service Response Division, responsible for the efficient, fair and effective investigation and resolution of water and sewer infrastructure related customer issues.

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**
- As the Manager you’ll coach and develop a high performing team of skilled case managers, to ensure the efficient, fair and effective management of complaints & property damage claims, including complaints made to EWOV, the Minister’s Office and the Managing Director
- You will create and maintain a work environment and culture that engenders trust, constructive behaviours and delivers high quality outcomes
- The role requires you to create collaborative relationships across the business and our partners that deliver successful business outcomes, improved policies and practices and builds confidence in others to cope with change and challenges
- As the point of escalation, you will manage, monitor and evaluate the quality of the customer service that is being provided and coach the team as necessary

**What we’re looking for**
- You will be a source of expertise for the Case Management team, leading the delivery of fair outcomes to infrastructure / supply related complaints.
- You will represent the business in managing risk and negotiating outcomes to infrastructure related property damage claims.
- You will build strong relationships with key internal stakeholders, suppliers and partners, fostering collaboration and teamwork to deliver exemplary customer outcomes
- Your ability to understand and communicate complex technical issues will stand you in good stead, as well your well developed interpersonal and negotiation skills, and a strong sense of urgency

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.
- $157,594 per annum inclusive of superannuation
- Flexible working arrangements where our people are empowered to design their days with their team. Read our hybrid playbook **HERE.**
- $650 home office set up allowance for eligible employees
- 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?

How to apply

**Closing date**: 10 September 2024

**This position is available for Yarra Valley Water employees and external applicants.