Specialist Care Consultant — Complex Case Management

Singtel Group; Adelaide; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Flexible working options

Parental leave support

U Micro-credentials program

Counselling and wellbeing services

Employee discounts with partners

Job summary

Optus is seeking a Specialist Care Consultant to coordinate complex customer cases across voice and messaging channels, especially for vulnerable customers. You will investigate concerns, negotiate outcomes and work with internal experts and external authorities to improve support.

The role operates in a 24/7 environment with a rotating roster and hybrid working options after six months. You will collaborate with teams, regulators and support agencies to balance customer needs with regulatory

Qualifications

• Proven ability to communicate clearly with distressed customers.
• Experience supporting vulnerable customers and managing complex inquiries.

Responsibilities

• Manage complex customer cases involving technical support, account and billing queries.
• Investigate complaints, identify risks and coordinate cases through to resolution.
• Partner with internal teams and external stakeholders, including the TIO, NBN Co, financial counsellors, Public Trustee offices and other support agencies.
• Negotiate tailored resolutions that balance customer, regulatory and business needs.
• Identify trends and share insights to improve team capability and customer outcomes.
• Support customers experiencing distress by following established de-escalation, safety and escalation procedures.

Skills

Empathy

Communication

Stakeholder management

Investigation

Negotiation

Prioritisation

Job description

Optus is seeking a Specialist Care Consultant to coordinate complex customer cases across voice and messaging channels, especially for vulnerable customers. You will investigate concerns, negotiate outcomes and work with internal experts and external authorities to improve support.

The role operates in a 24/7 environment with a rotating roster and hybrid working options after six months. You will collaborate with teams, regulators and support agencies to balance customer needs with regulatory