Impactful Hardship Support Advocate

Colonial Group; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

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.

Qualifications

• 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.

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 frameworks

Empathy

Case management

Documentation

Trauma-informed communication

Autonomy

Job description

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.