Enhanced Care Officer

Telstra Corporation; City of Melbourne; Presencial; AUD 65 000 - 90 000; Tempo integral

Resumo da oferta

Telstra is seeking an Enhanced Care Officer to support customers facing hardship within Belong's Enhanced Care team. The role blends empathy with structured processes to ensure fair, compliant, and tailored assistance.

You’ll work within Billing, Compliance and Service Recovery at Belong, with a hybrid setup averaging two Melbourne office days per week and remote work flexibility. Join a team dedicated to respectful, supportive customer interactions.

Qualificações

• Communicates with empathy and professionalism in sensitive situations.
• Actively listens and de-escalates emotionally charged conversations.
• Applies sound judgment in complex or non-standard cases.
• Follows structured processes and maintains accurate case records.
• Demonstrates emotional resilience and self-awareness.
• Respects cultural and individual differences in all interactions.
• Collaborates effectively with team members and stakeholders.
• Adapts quickly to changing priorities and customer needs.
• Understands and applies relevant compliance and privacy obligations.

Responsabilidades

• Respond to inbound calls from customers experiencing hardship or vulnerability, including domestic and family violence.
• Make outbound calls to follow up on support plans, documentation, or wellbeing checks.
• Assess customer needs and apply the right support pathways with care and confidence.
• Follow structured processes for hardship, domestic and family violence, and critical care scenarios.
• Support high-risk or complex cases, working with your team lead or SME when needed.
• Keep accurate and confidential case notes in our internal systems.
• Collaborate with your team and other departments to resolve cases smoothly.
• Join team huddles, training sessions, and feedback loops to keep growing.
• Balance empathy with compliance and operational efficiency.
• Contribute to a safe, inclusive, and respectful team culture.

Conhecimentos

Empathy and professionalism

Active listening

Sound judgment

Compliance and privacy

Accurate case notes

Team collaboration

Adaptability

Cultural sensitivity

Self-awareness

Stakeholder collaboration

Descrição da oferta de emprego

Employment Type Permanent Closing Date 13 Oct 2026 11:59pm Job Title Enhanced Care Officer

Job Summary

As a Complex Customer Service Specialist, you use your great customer skills combined with your product and process knowledge to positively impact our customers’ experience. You directly contribute to the retention and growth of customers by being a key interface within Telstra to ensure effective service delivery and issue resolution for customers.

Job Description

About Belong It feels good to bring people together. As a telco, we’re making our world a more inclusive place. That means giving Australians the tools they need to get things done in the digital world. As an organisation, we're focused on having customer first mindset and delivering effortless customer experiences. As a workplace, we’re building a community of people who bring their whole selves to work. Workplaces can be brutally bland and that’s not good for anyone. Difference makes us all better and we’re always trying to get better.

Focus of the Role As an Enhanced Care Officer, you will play a critical role in supporting customers experiencing vulnerability, hardship, or complex personal circumstances. This role ensures that customers receive empathetic, fair, and tailored support while maintaining compliance with regulatory obligations and internal service standards.

About the job We’re on the lookout for someone who’s passionate about supporting people and ready to step into a role that truly makes a difference. As an Enhanced Care Officer, you’ll be part of our Enhanced Care team within Billing, Compliance and Service Recovery at Belong, working alongside our Complex Customer teams. We know that balance matters. This role is hybrid, giving you the flexibility to work from home while staying connected to your team in the office. We aim for around two days in the Melbourne office each week, so you’ll have the best of both worlds—collaboration and connection, plus the space to focus when you need it. This isn’t just any job—it’s a chance to be the calm, capable voice our customers need when life gets tough. If you’re someone who thrives on meaningful conversations, can juggle structure with empathy, and loves being part of a supportive team, we’d love to hear from you!

Here’s the scoop on what you’ll be doing:

• Respond to inbound calls from customers experiencing hardship or vulnerability, including domestic and family violence
• Make outbound calls to follow up on support plans, documentation, or wellbeing checks
• Assess customer needs and apply the right support pathways with care and confidence
• Follow structured processes for hardship, domestic and family violence, and critical care scenarios
• Support high-risk or complex cases, working with your team lead or SME when needed
• Keep accurate and confidential case notes in our internal systems
• Collaborate with your team and other departments to resolve cases smoothly
• Join team huddles, training sessions, and feedback loops to keep growing
• Balance empathy with compliance and operational efficiency
• Contribute to a safe, inclusive, and respectful team culture

About you

You are a compassionate and resilient professional who thrives in roles that require empathy, discretion, and sound judgment. You bring a calm and thoughtful presence to every customer interaction, especially when supporting individuals facing hardship or vulnerability. Your ability to listen deeply, communicate clearly, and act decisively ensures that customers feel heard, respected, and supported. You’re comfortable navigating structured processes while adapting to the unique needs of each case. You understand the importance of compliance and documentation, and you take pride in delivering outcomes that balance care with accountability. Whether working independently or as part of a team, you’re proactive, collaborative, and always focused on doing what’s right for the customer.

Skills and experience

• Communicates with empathy and professionalism in sensitive situations
• Actively listens and de-escalates emotionally charged conversations
• Applies sound judgment in complex or non-standard cases
• Follows structured processes and maintains accurate case records
• Demonstrates emotional resilience and self-awareness
• Respects cultural and individual differences in all interactions
• Collaborates effectively with team members and stakeholders
• Adapts quickly to changing priorities and customer needs
• Understands and applies relevant compliance and privacy obligations

We’ll provide you with the training to be successful in this role, which will lead you to the opportunity to drive your own success and shape your ongoing career development within this exciting area of our business. When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process. We're an iconic Aussie brand with a global footprint. From our earliest days in the Postmaster General’s Office to the Australian icon we are today, the heart of Telstra has never changed. We’ve always been committed to being a great place to work as we make the world a better place too. Working at Telstra, we all have a why. Whether it’s endless career opportunities, an amazing work-life balance or being able to make a difference, we all know why we’re motivated to be our best here. Our people find purpose and pride in being part of Telstra, because we support the things that matter most. We are committed to making it easy for everyone to apply. If you require accessibility support or adjustments during the recruitment process, please send an email to Disability and Accessibility inbox. [e-mail]. In a business as big and diverse as ours, there’s a huge breadth of career paths available. Uncover opportunities, broaden your experience, and discover the many areas of our organization there is to explore. Explore our teams https://www.telstra.com.au/careers/our-teams