Customer Advocacy Specialist 12 Month Max Term Contract

Overview
Join this tight knit team on a full time 12 month maximum term contract based out of Melbourne as to assist and support Financial Hardship customers across the Vocus Group portfolio of key Consumer & Commercial Australian Brands (Dodo, i Primus).
A Customer Advocacy Specialist will be responsible in owning a portfolio of customers who are facing extreme financial difficulties, including people impacted by family violence, life support and the COVID-19 pandemic.
This is an opportunity to make your mark within the industry and to deliver second to none customer support.
What You'll Be Doing Day-to-day

Ensuring management of portfolio is always up to date and meeting regulatory requirements.
Communicate with customers on a regular basis via their preferred contact method (outbound call contact or email)
Onboard and manage new referrals sent by contact centre teams either via email or inbound call transfers.
Complete administration tasks including processing life support forms and responding to internal and external email requests.
Support customers by providing payment options and assistance to help reduce debt.
Work on site at HQ on a rotational basis to support further administrative tasks, for example, mail sorting

What You'll Bring To This Role

Year 12 or equivalent industry experience
Expert in ESC and AER processes and policies to support customers facing Hardship and Family Violence, this includes a key understanding of the Victorian Payment Difficulty Framework (PDF)
Expert in Life Support processes and regulatory requirements.
Contact centre experience, including handling inbound/outbound calls and admin tasks
Strong ability to assist and have effective conversations with extremely vulnerable customers
Strong time management skills and case management experience.
Passionate about supporting customers.
Ability to work autonomously and as part of a team to deliver high quality work within deadlines

What We Offer

Diverse and dynamic teams with a supportive and inclusive culture.
Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
Flexible hours and a hybrid working environment
Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more.
We also offer a fifth week of annual leave when you hit five years of service
Study assistance programs to excel your personal growth, learning and development.
Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

About Us
As Australia's specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world.
Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections.
Enabling Better Possibilities.
We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong.
We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.
If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.
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