Expert Case Manager

4 days ago

Adelaide, South Australia Optus Full time

We are a pioneering telecommunications company, constantly pushing the boundaries of innovation to deliver exceptional customer experiences. As a Specialist Care Lead at Optus, you will be at the forefront of this journey.

The Specialist Care Community plays a vital role in handling complex and sensitive situations, ensuring timely, professional, and caring resolutions for our customers. These may involve domestic family abuse, homelessness, incarceration, financial hardship, disability, or other vulnerabilities.

As a Specialist Care Lead, you will coordinate intricate and high-profile cases from start to finish, supporting our experts and coaches while identifying trends and applying sophisticated negotiation skills to engage with various stakeholders. Your expertise will be crucial in recognizing underlying risks and sharing knowledge to improve team 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, public trustees' office.
  • Develop varying resolutions which 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 to drive customer satisfaction, retention and to reduce any adverse exposure to Optus whether financial or other.

Requirements

  • 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.
  • Full-time position available, requiring 5 days of work between Monday to Saturday, based at our Optus Head Office in Adelaide.

Benefits

  • Inclusive paid parental leave, up to 14 weeks for the primary caregiver
  • Access to resources, webinars, and support via the 'Parents at Work portal'
  • Ongoing growth opportunities through extensive online and facilitator-led learning catalogue – even earn a MBA micro-credential via OptusU (University)
  • Pursue your passions through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network

We strive to create a workplace where everyone feels valued and included. At Optus, we believe that diversity and inclusion are essential to driving innovation and delivering exceptional results. We are committed to providing equal employment opportunities to all job seekers, regardless of their background, gender, cultural identity, or ability.

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