Customer Relations Case Manager

• Global Leader in HVAC & Hot Water products
• Great team culture and hybrid work environment
• Professional development opportunity

We are seeking a Customer Relations Case Manager - Dispute Resolution to join our Customer Experience team and investigate complex customer complaints and escalations.

Working closely with customers and key stakeholders, you'll assess evidence, interpret obligations under Australian Consumer Law (ACL), and determine fair, balanced and defensible outcomes in line with company policy and business objectives.

Key Responsibilities

Investigation & Case Management

• Conduct structured investigations, evaluate evidence and determine fair, evidence-based outcomes.
• Apply sound judgement in accordance with Australian Consumer Law, warranty obligations and company policy.
• Negotiate practical resolutions while managing customer expectations.
• Manage a portfolio of complex disputes, maintaining accurate case records and investigation quality.
• Prioritise competing workloads and complete associated case administration.

Stakeholder Collaboration

• Work closely with Technical Support, Service, Marketing, Finance, Logistics and Customer Experience teams.
• Liaise with customers, service providers, installers, contractors and suppliers to progress investigations and resolve disputes.

Continuous Improvement

• Identify complaint trends and recommend improvements to products, services and customer communications.
• Support frontline teams with guidance on complaint handling and early dispute resolution.

Essential Skills & Experience

• Experience in dispute resolution, investigations, case management or a similar decision-making role.
• Strong critical thinking, analytical and problem-solving skills.
• Ability to evaluate evidence, exercise sound judgement and make balanced decisions in ambiguous situations.
• Ability to interpret legislation, policy, contractual obligations or technical documentation.
• Working knowledge of Australian Consumer Law (ACL), or the ability to quickly develop this capability.
• Excellent written communication, stakeholder management and negotiation skills.
• Strong organisational skills with the ability to manage competing priorities.
• Proficiency with Microsoft Office and customer management systems.

Why Join Rinnai?

• Join a market-leading organisation with a strong reputation for quality and customer service.
• Be part of a supportive and collaborative Customer Experience team.
• Develop specialist expertise in Australian Consumer Law, investigations and dispute resolution.
• Enjoy a modern workplace with onsite gym, parking and wellbeing initiatives.
• Access corporate discounts, recognition programs and ongoing professional development.

If you're passionate about investigations, critical thinking and delivering fair, evidence-based outcomes, we'd love to hear from you.