Customer Hardship Team Leader

6 months ago

Melbourne, Australia Vocus Full time

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?

We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us

This opportunity
Join us as Customer Hardship Team Leader This is a full time, hybrid, 14-month maximum term contract based out of our Melbourne offices.
As Customer Hardship Team Leader you’ll aid and support a dedicated team who are responsible for managing customers experiencing Financial Hardship across Energy (Dodo Power & Gas) and Telco (Dodo / i-Primus).
Play a crucial role in coaching & developing team members whilst taking ownership of key regulatory obligations across both Energy and Telco industries. You’ll lead a tight knit team and leave a lasting impact on the industry by leveraging your solid leadership and operational skills to deliver unparalleled customer support to our most vulnerable customers.
The Customer Hardship Team Leader is the obligation owner and responsible person for business compliance across all Customer Hardship indicators including but not limited to - Hardship, Family Violence, Concessions, Government Grants, and Life Support.
What you’ll be doing day-to-day
- End to end management of all Customer Hardship functions across both Energy and Telco industry.
- Leadership, Coaching, development, and performance management to all Customer Welfare team members. (onshore and offshore)
- Exceptional performance against all operational and team key performance indicators.
- Continuous improvement across Hardship operations and accountable processes.
- Support knowledge management to document processes and learning and development with the delivery of welfare related training and relevant processes across the broader business.
- Pro-active management of Hardship debt portfolio through customer initiatives and business improvements.
- Owner of and accountability for compliant delivery of hardship regulatory obligations across both the Energy and Telco industry.
- Owner of regulatory reporting to industry regulators as well as Hardship, Life Support, Government Grants, Family Violence and Concession processes

What you’ll bring to the role
- Prior experience managing Energy / Telecommunications hardship call centre function or collections function within the Energy domain.
- Strong customer service focus with ability to work with staff at all levels within the organisation.
- Solid history interpreting and executing process that meet regulatory and policy requirements.
- Understanding of ESC and AER regulatory requirements.
- Contact centre experience, including handling escalations for inbound/outbound calls.
- Strong ability to assist and have effective conversations with extremely vulnerable customers and passionate about supporting vulnerable customers.

What We Offer
Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

- 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.

Working at Vocus is never just a job - it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.
With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.
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 deliv

  • Customer Specialist

    2 months ago

    Melbourne, Australia Latitude Financial Services Full time

    This is your opportunity to join a highly self-sufficient and motivated team renowned for consistently delivering top notch support to our customer to improve their financial health. They foster a positive team environment and are valued and recognised for their efforts and commitment. About the role: The Hardship team exists to help customers succeed...

  • Financial Hardship Specialist

    4 weeks ago

    Port Melbourne, Australia Latitude Financial Services Full time

    We're looking for a skilled professional to join our team as a Financial Hardship Specialist. In this role, you will play a critical part in helping customers succeed through challenging times.The Hardship team at Latitude Financial Services exists to provide support and guidance to customers who are experiencing financial difficulties. As a Financial...

  • Customer Advocacy Specialist Hardship

    6 months ago

    Melbourne, Australia VOCUS Full time

    Hybrid Working - 2 days in the office, 3 days' work from home. - Make your mark delivering second to none customer support! - Generous discounts on Power, Gas, Mobile and Internet! **About Vocus** We are a business who is crazy about customers. We use disruptive thinking every day to ensure that we are capturing every opportunity to deliver the ultimate...

  • Customer Advocacy Specialist Hardship

    4 weeks ago

    Melbourne, Australia Vocus Group Full time

    Customer Advocacy Specialist Hardship 452 Flinders St, Melbourne VIC 3000, Australia Req #2200 Friday, 15 November 2024Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?  We are looking for a passionate team player who aligns with our...

  • Customer Advocacy Specialist, Hardship

    6 months ago

    Melbourne, Australia Vocus Full time

    Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam? We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us! The...

  • Financial Hardship Support Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Vocus Group Full time

    About the RoleWe are seeking a highly skilled Financial Hardship Support Specialist to join our team in Melbourne. As a key member of our customer advocacy team, you will be responsible for providing exceptional support to customers facing extreme financial difficulties.

  • Vulnerability Team Leader

    7 months ago

    Melbourne, Australia Momentum Energy Full time

    We’re Momentum Energy - a power company owned by Hydro Tasmania, Australia’s largest generator of renewable energy. We’re on a mission to make energy simpler, and more human for customers. And it starts with our people: as we grow, we’re nurturing a culture of belonging, where diverse views and experiences are embraced and everyone is valued and...

  • Energy Sector Leader for Vulnerable Customer Support

    3 weeks ago

    Melbourne, Victoria, Australia Energy Australia Full time

    Leadership Opportunity in Energy SectorAbout UsWe are transforming the energy sector, harnessing renewable sources like solar and wind. Our goal is to make this transition seamless for all customers.At EnergyAustralia, we empower our employees to bring their whole selves to work, fostering an inclusive culture. This is an exciting time to join us as we...

  • Senior Customer Service Manager

    3 weeks ago

    Melbourne, Victoria, Australia Energy Australia Full time

    About EnergyAustraliaWe are committed to making the transition to renewable energy simple for our customers. Our strategy focuses on empowering employees to bring their whole selves to work, fostering an inclusive culture.Job SummaryThis is an exceptional opportunity to lead a team of Customer Welfare consultants, assisting vulnerable customers facing...

  • Customer Engagement Team Member

    3 weeks ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    OverviewMetricon Homes is committed to delivering exceptional customer experiences. As the first point of contact for our national business, you will play a critical role in supporting internal stakeholders across all business units and assisting with the customer journey.

  • Customer Service Team Leader

    6 months ago

    Melbourne, Australia Opteon Full time

    About us: Opteon is an international provider of valuations, advisory and specialist property services in the Australian and New Zealand market. Recognised as the largest valuation professional services firm in these regions, we deliver meaningful solutions for our clients across all property types and market sectors. We are experiencing an exciting period...

  • Fraud Prevention Specialist

    2 weeks ago

    Melbourne, Victoria, Australia Latitude Full time

    About the RoleWe are seeking an experienced Fraud Prevention Specialist to join our team, focused on protecting vulnerable customers from scams and financial hardship.This is a critical role in ensuring our customers' safety and well-being, working closely with internal teams to develop customer-focused solutions and provide empathetic support.Key...

  • Team Leader: Customer Operations

    6 months ago

    Melbourne, Australia Hudson Australia Full time

    **ASAP Start**: - **Permanent Full-time position**: - **Location**: Dandenong South, VIC, Melbourne CBD or Hurstville, NSW - **Working Arrangements**: 100% in Office - **Salary: $90,000/Year + Super** **About the role**: The purpose of this role is to deliver on core group KPI's, through the effective management of your team. Onboard, train and continue...

  • Customer Service Team Leader

    6 months ago

    East Melbourne, Australia Hanes Brands Full time

    Wholesale Customer Service Team Leader - Hybrid and flexible working, health & wellbeing programs - Collaborative culture with a genuine commitment to sustainability - Permanent role with learn and grow opportunities We are on the lookout for a Team Leader, to oversee our Wholesale Customer Service Team who support our major customers **Your...

  • Customer Relations Specialist

    1 month ago

    Port Melbourne, Australia Latitude Financial Services Full time

    This is an opportunity to become part of a highly self-sufficient and motivated team that consistently delivers exceptional support to customers, helping them achieve financial health. The team fosters a positive environment and values its members' efforts and commitment.About the Role:The Hardship team aims to empower customers during challenging times by...

  • Team Leader

    2 months ago

    Melbourne, Australia Liberty Financial Group Full time

    The opportunity We are looking for a highly motivated and experienced Operations Team Leader. You will manage and develop an Operations Support team who is responsible for providing optimum service to customers and facilitating new business, whilst championing the brand and delivering fuss free engagement! You’ll work closely with our lending...

  • Customer Service Team Leader

    2 weeks ago

    Melbourne, Australia Charterhouse Full time

    Job details Location: Melbourne Salary: $60 - $70 per hour Job Type: Contract Discipline: Call Centre & Customer ServiceLocal GovernmentReference: V-119731 Posted: 2 days ago Share...

  • Customer Assist Advisor

    6 months ago

    Melbourne City Centre, Australia HAYS Full time

    **Customer Service Specialist** Team Culture Important? Join NAB Assist Team today, where you are supported throughout your career growth! **Your new company**: Starting January 2nd or 15th January TBC, you will be assigned to either Docklands Melbourne or Parramatta Sydney depending on your location, for an 11-month period. The salary will be $34.58 per...

  • Customer Service Specialist

    7 months ago

    Melbourne City Centre, Australia HAYS Full time

    Team Culture Important? Join NAB Assist Team today, Where you are supported throughout your career growth! **Your new company** Starting October 16th, you will be assigned to either Docklands Melbourne or Parramatta Sydney depending on your location for a 12-month period. The salary will be $34.58 per hour plus super. There is potential to transition to a...

  • Customer Relationship Officer

    4 months ago

    Melbourne, Australia ARL Collect Full time

    **Role Overview**: This is an ideal role for someone with customer service experience with exposure to Banking, Insurance or Finance. However, we are willing to train anyone wanting to develop their career with us. Our Customer Relationship officers are at the forefront for providing support to our customers. The role reports directly to Team...