We are seeking a Customer Relations Case Manager - Dispute Resolution to join our Customer Experience team and take ownership of the investigation and resolution of complex customer complaints and escalations.

Working closely with key stakeholders, you will investigate customer complaints by assessing the obligations that apply, gathering and evaluating evidence, and determining fair, reasonable and defensible outcomes in accordance with Australian Consumer Law (ACL), company policy and business objectives.

Key Responsibilities

Investigation & Case Determination

- Conduct structured investigations by identifying the issue requiring determination, gathering relevant evidence and assessing the obligations that apply.
- Evaluate information from customers, technicians, service providers and internal stakeholders to make balanced, evidence-based decisions.
- Apply sound judgement to determine fair, reasonable and timely outcomes in accordance with Australian Consumer Law, warranty obligations and company policy.
- Negotiate practical and commercially appropriate resolutions while managing customer expectations.

Stakeholder Management
- Collaborate with Technical Support, Service, Marketing, Finance, Logistics and Customer Experience teams to achieve timely customer outcomes.
- Liaise with external service providers, installers, contractors and suppliers where required.

Case Management
- Manage a portfolio of complex customer disputes while maintaining service standards and investigation quality.
- Produce accurate, comprehensive and well-reasoned case records that clearly support decision making.
- Prioritise competing workloads and respond effectively during peak periods.
- Process approved customer reimbursements and associated administrative activities.

Continuous Improvement
- Analyse complaint trends and identify recurring issues impacting customer experience.
- Recommend improvements to products, services,



processes and customer communications.
- Support frontline Customer Experience teams by providing guidance on complaint handling and early dispute resolution where appropriate.

Essential Skills & Experience

- Experience in dispute resolution, investigations, case management, complaints handling or a similar decision-making role.
- Robust critical thinking, analytical and problem-solving capability.
- Demonstrated ability to evaluate evidence and make balanced decisions in situations involving ambiguity.
- Ability to interpret legislation, policy, contractual obligations or technical documentation and apply them to practical situations.
- Working knowledge of Australian Consumer Law (ACL), or the ability to quickly develop this capability.
- Excellent written communication skills with the ability to explain complex decisions clearly and logically.
- Strong stakeholder management, negotiation and relationship-building skills.
- High attention to detail and administrative accuracy.
- Ability to manage competing priorities while maintaining quality and customer focus.
- Proficiency with Microsoft Office applications 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
- Brand new office with onsite parking, electric standup desks, natural lighting, onsite micro market for lunch and snack options
- Onsite gym with personal trainers
- Corporate partnerships to help you with everyday savings on Rinnai products, corporate health insurance and banking products
- Great rewards and recognition programs within the team and broader business
- Health and wellbeing programs and onsite expos

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

📌 Customer Relations Officer (Melbourne)
🏢 Rinnai Australia
📍 Melbourne