Customer Advocacy Specialist

Colonial Group; Melbourne; Presencial; AUD 70.000 - 95.000; Jornada completa

Descripción de la vacante

Vocus Group is seeking a Customer Advocacy Specialist in Melbourne to support customers experiencing hardship across Energy and Telco services. You will manage a portfolio of cases, conduct regulator-guided interactions, and ensure compliance with AER, ESC and ACMA obligations.

You will onboard referrals, communicate empathetically via preferred channels, and offer payment arrangements and hardship options to help customers navigate challenging circumstances in a highly regulated environment.

Formación

• Strong knowledge of Energy and Telecommunications hardship obligations.
• AER and ESC regulatory frameworks.
• The Victorian Payment Difficulty Framework (PDF).
• Life Support and Family Violence protections.
• Experience delivering compliant interactions in a regulated contact centre or case management environment.
• Ability to engage in trauma-informed conversations with highly vulnerable customers.
• Experience managing complex cases with documentation and compliance.
• Excellent time management and case ownership skills.
• Able to work autonomously and in a high-accountability team.
• Passion for advocacy and supporting customers through difficult circumstances.

Responsabilidades

• 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.

Conocimientos

Regulatory frameworks

Empathy

Case management

Documentation

Trauma-informed communication

Autonomy

Descripción del empleo

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.