Customer Remediation Lead - Flexible, Impactful Outcomes

Optus Enterprise; Australia; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Monthly $80 credit

25% off Optus products

Flexible work arrangements

On-site childcare

Parental leave 16 weeks

Counselling 24/7

Bus to Macquarie Uni

Job summary

Optus is seeking a Remediation Specialist in Australia to identify, investigate and resolve matters arising from improper sales practices. You will manage complex cases, advocate for customers and drive improvements to prevent recurrence, with focus on vulnerable customers and regulatory compliance.

You will collaborate with Quality Control, Regulatory, Legal and operational teams, presenting outcomes to senior stakeholders and ensuring fair, transparent resolutions across remediation programs.

Qualifications

• 5+ years in remediation, complaints or advocacy.
• Proven ability to identify root causes and deliver fair outcomes.
• Experience handling escalated or sensitive customer matters.
• Strong stakeholder influencing across senior leadership.
• Understanding of vulnerability and customer experience drivers.

Responsibilities

• Assess and investigate remediation cases and executive escalations.
• Review high-profile matters and present remediation recommendations to senior stakeholders.
• Lead complex investigations with Quality Control, Regulatory, Legal and ops teams.
• Champion the customer voice by assessing impact and ensuring fair resolutions.
• Identify root causes and drive improvements to processes and controls.

Skills

Remediation exp

Stakeholder mgmt

Communication skills

Empathy

Regulatory knowledge

Job description

Optus is seeking a Remediation Specialist in Australia to identify, investigate and resolve matters arising from improper sales practices. You will manage complex cases, advocate for customers and drive improvements to prevent recurrence, with focus on vulnerable customers and regulatory compliance.

You will collaborate with Quality Control, Regulatory, Legal and operational teams, presenting outcomes to senior stakeholders and ensuring fair, transparent resolutions across remediation programs.