Hardship Support Advocate: Regulated Care

Vocus; Melbourne; Hybrid; AUD 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Hybrid working environment

Discounts on power, gas, mobile and互联网

Generous leave options and study leave

Zusammenfassung

Vocus in Melbourne is seeking a Customer Advocacy Specialist to support customers facing financial hardship across Energy and Telco services. You’ll manage a portfolio with empathy, ensure regulator-ready interactions, and help deliver compliant, outcome-focused support in a tightly regulated environment.

Join a purpose-driven team in a hybrid work setting, with opportunities for professional growth, training, and a strong focus on advocacy for vulnerable customers.

Qualifikationen

• Strong working knowledge of Energy and Telecommunications hardship obligations.
• Familiar with AER and ESC regulatory frameworks.
• Experience delivering compliant customer interactions in regulated settings.
• Trauma-informed approach when engaging with highly vulnerable customers.

Aufgaben

• Own and manage a portfolio of Hardship customers across Electricity and/or Telco.
• Conduct compliant inbound and outbound calls providing accurate information.
• Communicate through preferred channels, ensuring empathetic, regulator-ready interactions.
• Onboard and manage hardship referrals from contact centre teams.
• Offer tailored support options, including payment arrangements and debt reduction strategies.

Kenntnisse

Regulatory knowledge

Trauma-informed communication

Documentation and compliance

Customer advocacy

Time management

Jobbeschreibung

Vocus in Melbourne is seeking a Customer Advocacy Specialist to support customers facing financial hardship across Energy and Telco services. You’ll manage a portfolio with empathy, ensure regulator-ready interactions, and help deliver compliant, outcome-focused support in a tightly regulated environment.

Join a purpose-driven team in a hybrid work setting, with opportunities for professional growth, training, and a strong focus on advocacy for vulnerable customers.