Description:
About Us
Mornington Peninsula Shire is Victoria's destination municipality, characterised by unique townships, highly productive agriculture, world renowned landscapes, tourist regions, and areas of national and international conservation significance within a vital Green Wedge.
The Shire is responsible for a broad range of infrastructure and community services that support the wellbeing and prosperity of our diverse community. With approximately 900 employees, it is a busy and vibrant workplace.
What’s on Offer
- Work Life Balance – We offer a hybrid working model, flexible working arrangements and generous leave provisions.
- Culture – Positive, fun and inclusive work environment that is underpinned by our core values which are integral to everything we do. These are Integrity, Openness, Courage, Respect, and Excellence.
- Security – Permanent full-time role, based across all Shire offices. Band 5 - $78,281 per annum (excl. super).
- Career – Opportunity to grow and develop with excellent learning and development opportunities.
- Job Satisfaction – Have a meaningful impact on the community by contributing to achieve positive outcomes across the Mornington Peninsula Shire.
About the Role
The Case Manager, in conjunction with the Customer Experience leadership group, is responsible for improving the quality and consistency of the customer service delivered to the Mornington Peninsula community by the Customer Service team, and the wider organisation.
The primary purpose of the Case Management role is to ensure customers with multiple, complex, or repeat enquiries or customers who are unsatisfied with prior outcomes, including Level 2 complaints, have their enquiry managed through a timely and thorough investigation to achieve a resolution. The Case management role strives to meet a specific customer outcome or goal by handling cases from beginning to end. The Case Management process is collaborative and dynamic, offering customers a single point of contact who will leverage the necessary resources to address their needs.
Reporting to the Team Leader Customer Relations, the Case Manager will also play a key role in fostering and maintaining strong interdepartmental relations to ensure the efficient flow of case specific information across both internal and external teams, keeping customers updated on the progress of their enquiry and assisting in the delivery of appropriate resolutions.
About You
We’re looking for someone who has:
- Highly developed written and verbal communication skills.
- Strong analytical and problem-solving skills.
- Ability to build strong, effective, and productive relationships with all levels of management and colleagues to build a positive team culture and gain respect and trust from staff and the community.
- Excellent coordination skills with the ability to manage competing priorities and multiple cases to a high standard and to meet deadlines.
How to Apply
If this role sounds like you, click 'Apply' .
The Mornington Peninsula Shire is committed to creating a diverse and safe environment. We are proud to be an equal opportunity and Child Safe employer. We encourage applications from First Nations people, culturally and linguistically diverse people, people with disabilities, neurodiverse people, and people of all genders, sexualities and age groups.
Mornington Peninsula Shire undertakes a variety of employment screening checks. This includes employment references, Working with Children Checks and National Police Checks.
Applicants must have valid Australian work rights.
For further information about the role, you can download the Position Description by clicking 'Apply' and submit a cover letter and resume. For a confidential discussion about this opportunity, please contact: Emma Cracknell, Team Leader – Customer Relations on 03 5950 1***.
Applications Close: 6.00pm Friday 7 March 2025.