Position overview

• Permanent, Full-Time opportunity
• True hybrid working - work from home and our Mitcham office
• $162,322 Total Remuneration Package inclusive of 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
The Service Interactions Manager is responsible for leading the day-to-day operations of the fault handling function, ensuring efficient staff and resource management, high-quality service delivery, and accurate reporting.

Your key responsibilities

• Manage day-to-day operations of the fault handling team
• Resolve complex escalated issues in collaboration with external stakeholders
• Monitor service quality and provide coaching to ensure high standards of customer experience
• Lead, coach, and develop a high-performing team aligned with the organisation's strategy and values
• Foster a culture of accountability, collaboration, and continuous improvement

What we're looking for

• Proven leadership experience in managing and developing high-performing teams in a fast-paced, customer-focused environment
• Strong customer service orientation, with a demonstrated commitment to delivering high-quality outcomes for customers and stakeholders
• Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and professionally
• Well-developed negotiation and influencing skills, with the ability to build strong relationships and manage stakeholder expectations effectively
• Experience in change management, with the ability to guide teams through organisational or process change with confidence and clarity
• Solid program or operational management experience, including planning, coordination, and performance monitoring across teams or service areas

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.

• $162,322 Total Remuneration Package inclusive of 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: Tuesday, 5th August 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.