Complex Care Case Consultant — Hybrid Flexible

Optus; Adelaide; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Employee discounts

$80 monthly credit

Optus product discounts

Shopping discounts with partners

Flexible work arrangements

Connected days leave

Parental leave

Job summary

Optus is seeking a Specialist Care Consultant to coordinate sensitive customer cases and work with internal and external stakeholders to resolve complex issues for vulnerable customers. You will navigate 24/7 shifts, with a rotating roster including day, evening, overnight, weekends and public holidays, and there is hybrid working after 6 months.

In this role you will apply de‑escalation procedures, investigate concerns, negotiate outcomes, and contribute to safer, more supportive customer

Qualifications

• Strong written and verbal communication skills.
• Demonstrated empathy, emotional resilience and professional boundaries.
• Experience managing complex customer enquiries, complaints and escalations for vulnerable customers.
• Strong investigation, negotiation, influencing and problem-solving skills.
• Ability to manage competing priorities within a 24/7 rotating roster.
• Collaborative approach with stakeholder relationship skills.
• Confidence following safety and escalation procedures in crisis situations.

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 and other bodies.
• Negotiate tailored resolutions balancing customer, regulatory and business needs.
• Identify trends and share insights to improve outcomes.
• Support customers in distress by following de-escalation procedures.

Skills

Communication

Empathy

Customer care

Investigation

Negotiation

Problem-solving

Roster management

Stakeholder management

Safety procedures

Job description

Optus is seeking a Specialist Care Consultant to coordinate sensitive customer cases and work with internal and external stakeholders to resolve complex issues for vulnerable customers. You will navigate 24/7 shifts, with a rotating roster including day, evening, overnight, weekends and public holidays, and there is hybrid working after 6 months.

In this role you will apply de‑escalation procedures, investigate concerns, negotiate outcomes, and contribute to safer, more supportive customer