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Complex Customer Service Specialist
2 weeks ago
Job Summary
As an Enhanced Care Officer, you will be responsible for managing and responding tovulnerable customers experiencing financial or personal hardship in accordance with our
policies and procedures in a fair and equitable manner. You also will be responsible for
successfully following up on overdue accounts, negotiating payments with customers who
are overdue on payment terms and require assistance with payment alternatives. Job Description
About Belong
It feels good to bring people together.
As a telco, we're making our world a more inclusive place. That means giving Australians the tools they need to get things done in the digital world.
As an organisation, we're focused on having customer first mindset and delivering effortless customer experiences.
As a workplace, we're building a community of people who bring their whole selves to work. Workplaces can be brutally bland and that's not good for anyone. Difference makes us all better and we're always trying to get better.
Focus of the Role
As an Enhanced Care Officer, you will play a critical role in supporting customers experiencing vulnerability, hardship, or complex personal circumstances. This role ensures that customers receive empathetic, fair, and tailored support while maintaining compliance with regulatory obligations and internal service standards.
About the job
We're on the lookout for someone who's passionate about supporting people and ready to step into a role that truly makes a difference. As an Enhanced Care Officer, you'll be part of our Enhanced Care team within Billing, Compliance and Service Recovery at Belong, working alongside our Complex Customer teams.
We know that balance matters. This role is hybrid , giving you the flexibility to work from home while staying connected to your team in the office. We aim for around two days in the Melbourne office each week, so you'll have the best of both worlds—collaboration and connection, plus the space to focus when you need it.
This isn't just any job—it's a chance to be the calm, capable voice our customers need when life gets tough. If you're someone who thrives on meaningful conversations, can juggle structure with empathy, and loves being part of a supportive team, we'd love to hear from you
Here's the scoop on what you'll be doing:
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Respond to inbound calls from customers experiencing hardship or vulnerability, including domestic and family violence
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Make outbound calls to follow up on support plans, documentation, or wellbeing checks
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Assess customer needs and apply the right support pathways with care and confidence
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Follow structured processes for hardship, domestic and family violence, and critical care scenarios
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Support high-risk or complex cases, working with your team lead or SME when needed
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Keep accurate and confidential case notes in our internal systems
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Collaborate with your team and other departments to resolve cases smoothly
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Join team huddles, training sessions, and feedback loops to keep growing
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Balance empathy with compliance and operational efficiency
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Contribute to a safe, inclusive, and respectful team culture
About you
You are a compassionate and resilient professional who thrives in roles that require empathy, discretion, and sound judgment. You bring a calm and thoughtful presence to every customer interaction, especially when supporting individuals facing hardship or vulnerability. Your ability to listen deeply, communicate clearly, and act decisively ensures that customers feel heard, respected, and supported.
You're comfortable navigating structured processes while adapting to the unique needs of each case. You understand the importance of compliance and documentation, and you take pride in delivering outcomes that balance care with accountability. Whether working independently or as part of a team, you're proactive, collaborative, and always focused on doing what's right for the customer.
Skills and experience
The following skills and experience will help you be successful in the role:
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Communicates with empathy and professionalism in sensitive situations
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Actively listens and de-escalates emotionally charged conversations
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Applies sound judgment in complex or non-standard cases
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Follows structured processes and maintains accurate case records
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Demonstrates emotional resilience and self-awareness
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Respects cultural and individual differences in all interactions
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Collaborates effectively with team members and stakeholders
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Adapts quickly to changing priorities and customer needs
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Understands and applies relevant compliance and privacy obligations
What are the next steps?
If you're looking for the platform to evolve and develop your career, we want to hear from you We'll provide you with the training to be successful in this role, which will lead you to the opportunity to drive your own success and shape your ongoing career development within this exciting area of our business.
When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.
We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.
