Position overview

• 12-Month Max-Term, Full-Time opportunity
• True hybrid working - work from home and our Mitcham office
• $58,197.36 - $63,255.92 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
As a WaterCare Support Case Officer (Hardship) you will support customers experiencing financial hardship by providing holistic solutions tailored to both short- and long-term needs. This includes offering advice on available entitlements and referring customers to external support services where appropriate.

In this role, you'll work closely with WaterCare Support Case Managers to complete essential administrative and transactional tasks, ensuring each customer interaction aligns with the Yarra Valley Water Customer Standard. You'll engage with customers in a respectful and values-driven manner to manage outstanding debts, record payment commitments, and set up or adjust repayment arrangements.

You'll also deliver exceptional service by guiding customers through the Utility Relief Grant process, ensuring they understand each step and that applications are completed accurately to improve the likelihood of approval

Your key responsibilities

• Customer Service - Treat all hardship customers with dignity and respect while effectively resolving enquiries and complaints across a diverse customer base.
• Debt Collection - Manage inbound and outbound customer contact to negotiate fair payment arrangements, monitor compliance, and maintain accurate records, all in line with industry regulations.
• Administration - Support WaterCare Support Case Managers by completing administrative tasks accurately and resolving data issues to help deliver timely, high-quality customer service.
• Problem Solving - Collaborate with internal and external stakeholders to resolve issues efficiently, while maintaining professionalism, resilience, and a high standard of service.

What we're looking for

• Big on customer care: You love making a difference and helping others.
• Problem Solver Extraordinaire: You enjoy tackling challenges and finding the best solution.
• Flexible and Resilient: You adapt and handle anything thrown your way, are proactive and can work independently.
• Clear Communicator: You have an ability to explain complex information to diverse audiences in a way everyone gets, whether it's verbally or in writing.
• Tech-Savvy: You are comfortable using multiple software platforms simultaneously.

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.

• $58,197.36 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.
• $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?
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: Wednesday 11th June 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.