Senior Hardship & Vulnerability Advocate

Probe CX; Melbourne; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Mental health resources

Peer support

Skilled supervision

Job summary

Probe CX is seeking a Senior Hardship & Vulnerability Specialist to support Australians facing complex hardship with empathy and practical guidance. You will handle inbound and outbound interactions across voice and written channels, delivering high-quality outcomes through tailored hardship plans and collaboration with counsellors and support networks.

The role is full-time, on-site in Melbourne, with operation hours 8 AM–8 PM seven days.

Qualifications

• Direct, hands-on experience in a contact centre handling hardship cases.
• Excellent communication skills; ability to de-escalate and show empathy.
• Strong emotional intelligence and decision-making in sensitive situations.
• Familiarity with Australian hardship frameworks and regulator guidelines.

Responsibilities

• Manage Complex Cases: Support customers experiencing acute hardship, including financial distress, family violence, serious illness, natural disasters, or personal crisis.
• Lead Difficult Conversations: Navigate emotionally charged discussions with care, active listening, composure, and problem-solving.
• Tailor Solutions: Assess situations and establish fair, manageable, and sustainable support plans.
• Community & Advocacy Liaison: Partner with financial counsellors and community support organisations to provide holistic assistance.
• Continuous Improvement: Participate in regular operational training and coaching designed to keep you compliant and deliver exceptional customer experiences.

Skills

Vulnerability experience

Difficult conversations

Emotional resilience

Australian standards

Job description

Probe CX is seeking a Senior Hardship & Vulnerability Specialist to support Australians facing complex hardship with empathy and practical guidance. You will handle inbound and outbound interactions across voice and written channels, delivering high-quality outcomes through tailored hardship plans and collaboration with counsellors and support networks.

The role is full-time, on-site in Melbourne, with operation hours 8 AM–8 PM seven days.