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Specialist Care Lead

3 weeks ago

Greater Adelaide SA, Australia Optus Full time

Support and solutions that connect Australians.
Optus is more than just a telco - we’re a team of dedicated problem solvers putting people at the heart of everything we do. Every day our team of 7,000+ passionate people embrace a ‘yes’ mindset, ensuring Australians enjoy closer friendships, stronger teams, deeper partnerships, and bigger breakthroughs. Here, you’ll find a community that thrives on challenging themselves and changing the game. A dynamic and flexible workplace where no two days are the same and growth and development opportunities lie around every corner.
The Specialist Care Community is responsible for handling vulnerable situations from both internal and external authorities, as well as all company platforms, including voice and messaging channels. They must do this in a timely, professional, and caring manner, ensuring the best customer experience every time. The customers you will assist require a heightened level of expertise and care. These customers may be facing domestic family abuse, homelessness, incarceration, financial hardship, disability, or a range of other vulnerabilities, and there may be more than one vulnerability presented.
Ready to reimagine your career at Optus?
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 meets 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.
It starts with you
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.
The good stuff
Inclusive paid parental leave, up to 14 weeks for the primary care giver
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 have an ambitious goal to be Australia’s most loved everyday brand. Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.
or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.
For more information on Diversity, Inclusion & Belonging at Optus, please visit
.