Customer Advocacy Specialist Hardship

4 days 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 experience to our customers and people.

We empower our people to
**Do it. Own it. Love it** and that’s why they choose to work for us.

Here, it’s never just a job - We care about what we do and the impact we have, and that’s what connects us.

**The opportunity**
Join this tight knit team in a permanent full-time role based out of Melbourne to assist and support financial hardship customers across the Vocus Group portfolio of key Consumer & Commercial Australian Brands (Dodo and iPrimus).

As Customer Advocacy Specialist you'll be responsible for owning a portfolio of customers who are facing extreme financial difficulties, including people impacted by family violence, life support and the COVID-19 pandemic. This is an opportunity to make your mark within the industry and to deliver second to none customer support

**What you’ll be doing day-to-day**
- Ensuring management of the portfolio is always up to date and meets regulatory requirements.
- Support customers by providing payment options and assistance to help reduce debt.
- Work on site at HQ on a rotational basis to support further administrative tasks, for example, mail sorting

***

**You’ll bring to this role**
- Year 12 or equivalent industry experience.
- Expert in ESC and AER processes and policies to support customers facing Hardship and Family Violence, this includes a key understanding of the Victorian Payment Difficulty Framework (PDF).
- Expert in Life Support processes and regulatory requirements.
- Contact centre experience, including handling inbound/outbound calls and admin tasks.
- Strong ability to assist and have effective conversations with extremely vulnerable customers.
- Strong time management skills and case management experience.
- Passionate about supporting customers.
- Ability to work autonomously and as part of a team to deliver high quality work within deadlines.

**Vocus Vibes & Perks**

Our business is crazy about customers. We use disruptive thinking every day to deliver incredible experiences to our customers and teams. We empower our people to Do it. Own it. Love it. and that’s why they choose to work for us. Here, it’s never just a job - we care about what we do and the impact we have, and that’s what connects us.

We offer:

- Diverse and dynamic teams with a supportive culture.
- Comprehensive ongoing training, support, and development opportunities.
- Hybrid Working Environment - 2 days in the office, 3 days working from home.
- Generous discounts on Power, Gas, Mobile and Internet; plus, discounts to over 400 retailers.
- Leave Offerings - Anniversary leave, ability to purchase additional leave and paid superannuation contributions for parental leave.
- Study Assistance - Programs to excel your leading and development.
- Health & Wellbeing - Support and initiatives.

***

**#LI-VOC**

**#LI-Hybrid

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