Harships Collections Officer

We're on the hunt for our next customer champion to join the team
- Thrive in a company with a great working culture and great leaders
- Do It. Own it. Love it.

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.

**About the role**
As a Hardships Collections Officer, you'll be responsible for assisting and supporting Financial Hardship customers across the Vocus Group portfolio of key Consumer and Commercial Australian Brands (Dodo, iPrimus & Commander). You'll be 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.

Your key responsibilities in this role will include, but are not limited to:

- Ensuring management of the portfolio is always up to date and meeting regulatory requirements.
- Support customers by providing payment options and assistance to help reduce debt.
- Working on site at Vocus HQ (Melbourne CBD) on a rotational basis to support further administrative tasks.

**About success in this role**
As a service champion focused in assisting to support customers, you'll be joining a likeminded team who is dedicated and passionate in delivering a greater experience for our customers.

You'll bring to this role:

- Previous experience in a similar Contact Centre role with a strong ability to assist in inbound/outbound calls and carry out administrative tasks.
- Collections experience and ability to work with customers in achieving positive outcomes will be highly desired.
- Experience in assisting Hardship, Family Violence and Life Support customers.
- Understanding of Hardship, Family Violence and Life Support processes and electricity/gas regulatory requirements for all states (PDF & AER).
- Ability to work in an environment of constant change and diverse challenges.
- Strong ability to assist and have effective conversations with extremely vulnerable customers.
- Strong case management experience and focused on improving/enhancing current state processes.
- External memberships e.g. AICM, advantageous but not essential.

**The extra stuff we know you want to know**
We know how to celebrate our wins and we know learning from our mistakes makes us better. We are all about flexible working and, hand on heart, we practise work life balance. We high five you on your work anniversary and give you a day off. We know time off is important for balance, so we have an option to buy more leave. We embrace your unique style and let you be a master of your own style with no dress code. This is just the tip of the iceberg, so jump on our careers site or LinkedIn to find out more

**Did I hear you say, "Who is Vocus?"**
We're a challenger business in the Telco and Energy Industry. We listened to our customers and heard that they wanted more from a network, so that's what we've given them.
- We built the network thanks to our own team of highly skilled fibre engineers.
- We own our network giving us easier, straightforward access.
- We manage our network here in Australia out of our Melbourne offices.

We now have more than 25,000 km of fibre optic cable laid and operational throughout Australia, 5000 on-net buildings connected to our network.

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