Specialist Care Lead, Melbourne

1 day ago

Melbourne, Australia Optus Full time

**Specialist Care Lead, Melbourne**:
**Date**:15 Nov 2024

**Location**: Melbourne, Australia

**Company**:Singtel Group

We don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.

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.
- Be available to work **Full-time (5 days)** between **Monday to Saturday,** from our Optus Head Office in Melbourne, on Collins Street.

**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.

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