Customer Advocacy Specialist

Vocus Group; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid working environment

Discounts on energy, mobile & internet

5 extra leave days annually

Study assistance

Wellbeing initiatives

Job summary

Vocus Group in Melbourne seeks a Customer Advocacy Specialist to manage hardship portfolios across Energy and Telco services. The role emphasizes compliant, empathetic customer interactions within regulatory obligations.

You will onboard referrals, provide tailored support options, and ensure regulator-ready documentation while working in a hybrid Melbourne environment.

Qualifications

• Experience delivering compliant customer interactions in a regulated environment.
• Ability to have sensitive, trauma-informed conversations with highly vulnerable customers.
• Strong documentation and compliance focus.

Responsibilities

• Own and actively manage a portfolio of hardship customers across Electricity and/or Telco services, ensuring regulatory and internal compliance.
• Conduct compliant inbound and outbound customer calls delivering clear, accurate information and support.
• Communicate via preferred channel (phone or email), ensuring empathetic, regulator-ready interactions.
• Onboard and manage new hardship referrals from contact centre teams via inbound calls and email.
• Provide tailored support options, including payment arrangements and debt reduction strategies, aligned to regulatory frameworks.

Skills

Regulatory knowledge

Trauma-informed comms

Empathy

Case management

Job description

The Opportunity

Join a close-knit, purpose-driven Hardship team in our Melbourne Flinders st office as a permanent full-time role based in Melbourne, who support customers across both Energy and Telecommunications Services within the Vocus Group portfolio of consumer brands (Dodo and iPrimus).

As a Customer Advocacy Specialist, you will manage a portfolio of customers experiencing financial hardship, including customers impacted by family violence, serious illness, and life support requirements. This role requires the delivery of highly compliant, empathetic, and outcomes-focused customer interactions, ensuring all customer contact meets Energy and Telecommunications regulatory obligations.

This is an opportunity to make a genuine difference to customers’ lives while operating within a strongly regulated environment and delivering best-practice hardship support.

What You’ll Be Doing Day-to-Day

• Own and actively manage a portfolio of Hardship customers across Electricity and/or Telco services, ensuring cases are maintained in line with regulatory and internal compliance requirements.
• Conduct compliant inbound and outbound customer calls, delivering clear, accurate information and support in accordance with AER, ESC and ACMA obligations.
• Communicate with customers via their preferred channel (phone or email), ensuring interactions are empathetic, documented, and regulator-ready.
• Onboard and manage new hardship referrals from contact centre teams via inbound call transfers and email.
• Provide tailored support options, including payment arrangements, hardship assistance, and debt reduction strategies, aligned to regulatory frameworks.

What You’ll Bring to This Role

Strong working knowledge of Energy and Telecommunications hardship obligations, including:

• AER and ESC regulatory frameworks
• The Victorian Payment Difficulty Framework (PDF)
• Life Support and Family Violence protections
• Proven experience delivering compliant customer interactions in a regulated contact centre or case management environment.
• Demonstrated ability to engage in sensitive, trauma-informed conversations with highly vulnerable customers.
• Experience managing complex customer cases with strong attention to documentation and compliance.
• Excellent time management and case ownership skills.
• Confidence working both autonomously and collaboratively within a high-accountability team.
• A genuine passion for advocacy and supporting customers through difficult circumstances.

Vocus is a proud equal opportunity employer. We welcome applications from all backgrounds and encourage you to let us know if you require any accessibility adjustments during the recruitment process.

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 options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
• 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.

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.