Care Solutions Consultant for Complex Vulnerable Cases

Optus Enterprise; Adelaide; Hybrid; AUD 75,000 - 95,000; Full time

Benefits offered by this job

Competitive remuneration

Employee discounts

Flexible working arrangements

parental leave? (not specified)

Job summary

Optus Enterprise is seeking a Specialist Care Consultant to coordinate sensitive and complex customer cases from start to finish. You will collaborate with experts, team leaders and stakeholders to investigate concerns, negotiate outcomes and enhance support for vulnerable customers.

This role operates within a 24/7 specialist support environment with a rotating roster including day, evening, overnight, weekend and public holidays. Hybrid working is available after 6 months.

Qualifications

• Strong written and verbal communication skills.
• Demonstrated empathy and emotional resilience while supporting customers in distress.
• Experience managing complex enquiries, complaints and escalations for vulnerable customers with effective liaison across regulators.
• Ability to manage multiple priorities in a 24/7 rostering environment.

Responsibilities

• Manage complex customer cases involving technical support, account and billing queries.
• Investigate complaints, identify risks and coordinate cases through to resolution.
• Partner with internal teams and external stakeholders including TIO, NBN Co and Public Trustee offices.
• Negotiate tailored resolutions balancing customer, regulatory and business needs.
• Identify trends and share insights to improve team capability and outcomes.
• Support customers by following de-escalation, safety and escalation procedures.

Skills

Communication

Empathy

Stakeholder management

Investigation

Negotiation

Crisis support

Job description

Optus Enterprise is seeking a Specialist Care Consultant to coordinate sensitive and complex customer cases from start to finish. You will collaborate with experts, team leaders and stakeholders to investigate concerns, negotiate outcomes and enhance support for vulnerable customers.

This role operates within a 24/7 specialist support environment with a rotating roster including day, evening, overnight, weekend and public holidays. Hybrid working is available after 6 months.