Customer Advocacy Specialist

The opportunity

Join this tight knit team in a permanent full-time role based out of Melbourne as to assist and support Financial Hardship customers across the Vocus Group portfolio of key Consumer & Commercial Australian Brands (Dodo, iPrimus) A Customer Advocacy Specialist will be responsible in owning a portfolio of customers who are facing extreme financial difficulties, including people impacted by family violence, life support and the COVID-19 pandemic. This is an opportunity to make your mark within the industry and to deliver second to none customer support.

 What you’ll be doing day-to-day 

• Ensuring management of portfolio is always up to date and meeting regulatory requirements.
• Communicate with customers on a regular basis via their preferred contact method (outbound call contact or email)
• Onboard and manage new referrals sent by contact centre teams either via email or inbound call transfers.
• Complete administration tasks including processing life support forms and responding to internal and external email requests.
• Support customers by providing payment options and assistance to help reduce debt.
• Work on site at HQ on a rotational basis to support further administrative tasks, for example, mail sorting

 You’ll bring to this role

• Year 12 or equivalent industry experience
• Expert in ESC and AER processes and policies to support customers facing Hardship and Family Violence, this includes a key understanding of the Victorian Payment Difficulty Framework (PDF)
• Expert in Life Support processes and regulatory requirements.
• Contact centre experience, including handling inbound/outbound calls and admin tasks
• Strong ability to assist and have effective conversations with extremely vulnerable customers
• Strong time management skills and case management experience.
• Passionate about supporting customers.
• Ability to work autonomously and as part of a team to deliver high quality work within deadlines
     

What We Offer 

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy: 

• Diverse and dynamic teams with a supportive and inclusive culture. 
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities. 
• Flexible hours and a hybrid working environment 
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers. 
• Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service! 
• Study assistance programs to excel your personal growth, learning and development. 
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective. 

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business. 

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives. 

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.  

About Us 

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.  

Ready to take the next step? 

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!  

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.   

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.