Care Specialist Lead

4 weeks ago

Adelaide, South Australia Singtel Group Full time

We're not just waiting for the future to happen – we're crafting our own path through innovation and investment. As a key player in our Specialist Care Community, you'll handle complex situations from internal and external authorities, as well as all company platforms, including voice and messaging channels. Your role requires a high level of expertise and care, ensuring the best customer experience every time.

The Specialist Care Lead plays a pivotal role in coordinating intricate and high-profile cases from start to finish. You'll support our experts and coaches, identify trends, network effectively, and apply sophisticated negotiation skills to engage with various collaborators. Your expertise will help recognize underlying risks and trends, and improve team knowledge and performance.

Key Responsibilities:

  • Actively handle and investigate complex complaints received internally or externally in a timely manner to the customers' satisfaction.
  • Liaise with key internal and external stakeholders, such as representatives of the TIO, NBN, Financial counsellors, and public trustees' office.
  • Develop varying resolutions that meet business and customer needs without compromising the customer experience.
  • Use strong case investigation, influencing, and resolution skills to negotiate with customers to overcome concerns, drive customer satisfaction, retention, and reduce any adverse exposure to Optus.

What You'll Need:

  • Excellent communications skills and ability to understand and articulate issues (written and verbal), with the ability to display an appropriate degree of empathy.
  • Experience in handling complex customer inquiries, and ability to work under pressure and handle competing priorities.
  • Be able to negotiate positive outcomes, be team-oriented, and able to build positive relationships with others.
  • Be confident in handling customers expressing self-harm tendencies, employing de-escalation techniques, and connecting them with professional help.

Why Optus?

  • Inclusive paid parental leave, up to 14 weeks for the primary caregiver.
  • All Optus employees have access to resources, webinars, and support via the 'Parents at Work portal.'
  • Own your own growth by accessing an extensive online and facilitator-led learning catalogue – even earn a MBA micro-credential via OptusU (University).
  • Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, and Yarn Network.

At Optus, we value diversity and say 'yes' to embracing individual differences. We're committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural, and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au along with your preferred method of contact and we will be in touch.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.

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