Hardship Customer Advocate & Compliance 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

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