Customer Hardship Team Leader

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?

We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us

This opportunity
Join us as Customer Hardship Team Leader This is a full time, hybrid, 14-month maximum term contract based out of our Melbourne offices.
As Customer Hardship Team Leader you’ll aid and support a dedicated team who are responsible for managing customers experiencing Financial Hardship across Energy (Dodo Power & Gas) and Telco (Dodo / i-Primus).
Play a crucial role in coaching & developing team members whilst taking ownership of key regulatory obligations across both Energy and Telco industries. You’ll lead a tight knit team and leave a lasting impact on the industry by leveraging your solid leadership and operational skills to deliver unparalleled customer support to our most vulnerable customers.
The Customer Hardship Team Leader is the obligation owner and responsible person for business compliance across all Customer Hardship indicators including but not limited to - Hardship, Family Violence, Concessions, Government Grants, and Life Support.
What you’ll be doing day-to-day
- End to end management of all Customer Hardship functions across both Energy and Telco industry.
- Leadership, Coaching, development, and performance management to all Customer Welfare team members. (onshore and offshore)
- Exceptional performance against all operational and team key performance indicators.
- Continuous improvement across Hardship operations and accountable processes.
- Support knowledge management to document processes and learning and development with the delivery of welfare related training and relevant processes across the broader business.
- Pro-active management of Hardship debt portfolio through customer initiatives and business improvements.
- Owner of and accountability for compliant delivery of hardship regulatory obligations across both the Energy and Telco industry.
- Owner of regulatory reporting to industry regulators as well as Hardship, Life Support, Government Grants, Family Violence and Concession processes

What you’ll bring to the role
- Prior experience managing Energy / Telecommunications hardship call centre function or collections function within the Energy domain.
- Strong customer service focus with ability to work with staff at all levels within the organisation.
- Solid history interpreting and executing process that meet regulatory and policy requirements.
- Understanding of ESC and AER regulatory requirements.
- Contact centre experience, including handling escalations for inbound/outbound calls.
- Strong ability to assist and have effective conversations with extremely vulnerable customers and passionate about supporting vulnerable customers.

What We Offer
Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

- Diverse and dynamic teams with a supportive and inclusive culture.
- Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
- Flexible hours and a hybrid working environment.
- Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
- Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service
- Study assistance programs to excel your personal growth, learning and development.
- Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job - it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.
With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.
About Us
As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliv