Senior Hardship & Vulnerability Specialist

Probe Group; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Probe CX is seeking a Senior Hardship & Vulnerability Specialist to support Australians through challenging financial and personal circumstances. You will handle inbound/outbound interactions across voice, email, chat and SMS, delivering empathetic, practical support with high-quality outcomes.

Based in Melbourne, the role impacts vulnerable members of the community through collaborative work with counsellors and support services. This is a full-time on-site position in a 7-day operation.

Qualifications

• Direct, hands-on experience in a contact centre handling hardship or vulnerable cases.
• Strong communication skills with the ability to de-escalate and build trust.
• High emotional intelligence and resilience in challenging situations.
• Familiarity with Australian hardship frameworks and regulatory guidelines.

Responsibilities

• Manage complex hardship cases and assist customers in distress.
• Lead difficult conversations with care, active listening, and composure.
• Tailor support plans to individual circumstances for sustainable outcomes.
• Collaborate with community organisations and financial counsellors for holistic support.
• Participate in training to ensure compliance and deliver quality customer experiences.

Skills

Vulnerability experience

Difficult conversations

Emotional intelligence

Regulatory knowledge

Job description

Senior Hardship & Vulnerability Specialist

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific and Asia, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

About the Role

We are looking for an empathetic, resilient, and highly skilled professional to join our team as a Senior Hardship Specialist. In this role, you will be on the frontlines helping Australians navigate their most challenging financial and personal circumstances.

You will handle sensitive, high-complexity conversations daily balancing deep empathy with practical support to deliver meaningful outcomes for vulnerable members of our community.

• Full-time (38 hours per week), working on-site 5 days per week across a 7-day operation.
• Melbourne High-rise office (Latrobe Street), conveniently located a 5-minute walk from Flagstaff Station
• Start Date: 2nd October 2026
• Fixed Term Contract Ending: 24/12/2027
• Australian based role.
• Operation Hours: Monday to Sunday 8 AM to 8 PM

The Role

You will handle both inbound and outbound interactions across Voice and Written channels (Email, Chat, and SMS). Your mission is to provide high-quality support by identifying customer needs and progressing appropriate hardship outcomes in a professional and consistent manner

Key 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, complex discussions with care, active listening, composure, and dynamic problem-solving.
• Tailor Solutions: Work collaboratively with individuals to assess their 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, empower you to deliver exceptional customer experiences, and help you craft sustainable, long-term solutions for our customers.

What We Are Looking For

• Proven Vulnerability & Hardship Experience: Direct, hands-on experience in a contact centre handling complex hardship, vulnerable customer cases, or community casework.
• Mastery of Difficult Conversations: Exceptional communication skills with the ability to build trust, de-escalate tension, and show authentic empathy under pressure.
• Sound Judgment & Resilience: Strong emotional intelligence, self-care practices, and the ability to make balanced decisions during complex sensitive customer circumstances.
• Knowledge of Australian Standards: Familiarity with Australian hardship frameworks, regulatory guidelines (e.g., ACMA, TIO, ACCC), and community referral networks.

Why Join Us?

• Real Impact: Make a direct difference in the lives of everyday Australians when they need it most.
• Supportive Culture: Work within a collaborative team environment with dedicated mental health resources, peer support, and skilled supervision.
• Professional Growth: Continuous training and development in vulnerability management.

About Probe CX

Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds.

We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self!