Customer Advocacy Specialist

Vocus Navy; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Vocus Group in Melbourne is seeking a Customer Advocacy Specialist to manage a portfolio of hardship customers, delivering empathetic, compliant support within a highly regulated environment. You will handle inbound and outbound calls and emails, onboarding referrals, and offering tailored payment arrangements and hardship options in line with regulatory frameworks.

This role values trauma-informed conversations, detailed documentation, and collaboration within a high-accountability team to make

Qualifications

• Strong working knowledge of Energy and Telecommunications hardship obligations, including AER and ESC regulatory frameworks.
• Knowledge of the Victorian Payment Difficulty Framework (PDF).
• Understanding Life Support and Family Violence protections.
• Proven experience delivering compliant customer interactions in a regulated contact centre or case management environment.
• 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.
• Comfortable working autonomously and within a high-accountability team.
• A genuine passion for advocacy and supporting customers through difficult circumstances.

Responsibilities

• 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.

Skills

Regulatory knowledge

Trauma-informed communication

Customer advocacy

Regulated contact centre experience

Documentation & compliance

Job description

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?

We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!

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 ofEnergy 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.

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