Customer Advocacy Specialist

1 week ago

Melbourne, Australia Vocus Group Full time

Customer Advocacy Specialist - RETAIL 33

452 Flinders St, Melbourne VIC 3000, Australia Req #2143
Friday, 6 September 2024

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

The opportunity

Join this tight knit team in a permanent full-time role based out of Melbourne as to assist and support Financial Hardship customers across the Vocus Group portfolio of key Consumer & Commercial Australian Brands (Dodo, iPrimus) A Customer Advocacy Specialist will be responsible in 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 portfolio is always up to date and meeting regulatory requirements.
  • Communicate with customers on a regular basis via their preferred contact method (outbound call contact or email)
  • Onboard and manage new referrals sent by contact centre teams either via email or inbound call transfers.
  • Complete administration tasks including processing life support forms and responding to internal and external email requests.
  • 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.

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 deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.  

Ready to take the next step? 

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them  

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.   

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.  

 

Other details

  • Job function Telecommunications Services Award - MA000041 - Cust. Contact Stream - Customer Contact Officer Level 2

Apply now

  • Customer Advocacy Specialist Hardship

    1 month ago

    Melbourne, Australia Vocus Group Full time

    Customer Advocacy Specialist Hardship 452 Flinders St, Melbourne VIC 3000, Australia Req #2075 Tuesday, 16 July 2024Are 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...

  • Customer Advocacy Specialist, Hardship

    3 months ago

    Melbourne, Australia Vocus Full time

    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! The...

  • Customer Advocacy Specialist Hardship

    3 months 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...

  • Customer Advocacy Professional

    4 days ago

    Melbourne, Victoria, Australia Vocus Group Full time

    About the RoleWe are seeking a highly skilled and compassionate Customer Advocacy Specialist to join our team at Vocus Group. As a key member of our customer support team, you will be responsible for providing exceptional support to customers facing extreme financial difficulties.Key ResponsibilitiesManage a portfolio of customers who are experiencing...

  • Customer Advocacy Professional

    14 hours ago

    Melbourne, Victoria, Australia Vocus Group Full time

    About the RoleWe are seeking a highly skilled and compassionate Customer Advocacy Specialist to join our team at Vocus Group. As a key member of our customer support team, you will be responsible for providing exceptional support to customers facing extreme financial difficulties.Key ResponsibilitiesManage a portfolio of customers who are experiencing...

  • Customer Advocacy Complaints Manager

    3 months ago

    Melbourne, Australia HSBC Full time

    -Job description **Some career choices have more impact than others.** At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture...

  • Research, Policy and Advocacy Manager

    3 months ago

    Melbourne, Australia Six Degrees Executive Full time

    Location: - Melbourne- Job Type: - Permanent- Salary: - $105000 - $130000 per annum, Benefits: Permanent part time opportunity 0.4 - 0.6FTE considered. Work alongside a collaboratively and passionate team based in the CBD who are committed supporting and advocating for healthcare professionals and their patients.- Contact: - Faye Giannotti**About the...

  • Senior Advocacy Officer

    4 days ago

    Melbourne, Victoria, Australia Swinburne University of Technology Full time

    About the RoleSwinburne University of Technology is seeking a highly skilled and experienced Senior Advocacy Officer to join our team. As a key member of our Student Life department, you will play a critical role in delivering high-quality advocacy services to all Swinburne students.Key ResponsibilitiesOversee the provision of independent advice and advocacy...

  • Senior Advocacy Officer

    2 weeks ago

    Melbourne, Australia Swinburne University of Technology Full time

    Messages To proceed, please enable JavaScript in your internet browser. After enabling JavaScript, you will need to close and re-open this browser window. Student advocacy role within Swinburne University Full-time, ongoing position in a central Hawthorn location Swinburne Student Life Level 6 salary + 17% superannuation About the Role Swinburne Student...

  • Customer Advocacy Lead

    1 month ago

    Melbourne, Australia Shell Energy Full time

    Join a supportive team who take pride in delivering great customer outcomes We invest time in our people and help them chart their own career trajectory Flexible work options, competitive salary with generous leave benefits The world’s biggest challenge needs you, here.  Big challenges require big solutions. And the transition to a net-zero world is...

  • Senior Advocacy Officer

    15 hours ago

    Melbourne, Victoria, Australia Swinburne University of Technology Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Advocacy Officer to join our team at Swinburne University of Technology. As a key member of our Student Life department, you will play a critical role in delivering high-quality advocacy services to all Swinburne students.Key ResponsibilitiesOversee the provision of independent advice and...

  • Senior Advocacy Officer

    4 days ago

    Melbourne, Victoria, Australia Swinburne University of Technology Full time

    About the RoleSwinburne University of Technology is seeking a highly skilled and experienced Senior Advocacy Officer to join our team. As a key member of our Student Life department, you will play a critical role in delivering high-quality advocacy services to all Swinburne students.Key ResponsibilitiesLead Student Advocacy Team: Oversee the provision of...

  • Strategic Advocacy and Engagement Advisor

    3 months ago

    Melbourne, Australia Whitehorse City Council Full time

    **Salary $114 - $127K per annum + 11% Superannuation**: - **Flexible working conditions and work from home 2 days a week**: - **Shape and lead Whitehorse City Council's advocacy function**: - **Real opportunity to make a difference At Whitehorse City Council, community is at the heart of everything we do. To stay ahead of and best respond to the evolving...

  • Coordinator, Safeguarding and Individual Advocacy

    3 months ago

    Melbourne City Centre, Australia Department of Justice and Community Safety Full time

    Utilise your coordination expertise to provide support and advice to the Office of the Public Advocate branch - Fixed-Term (24 months), Full-Time opportunity to work with a high-performing and passionate team in the Victorian Public Service - VPS Grade 5: $106,534 - $128,897 plus superannuation. **About Us**: The Office of the Public Advocate (OPA) is an...

  • Advisor, Policy and Advocacy

    3 months ago

    Melbourne, Australia Victorian Chamber of Commerce and Industry Full time

    **Work for an industry leader with exposure to a broad range of industries across Victoria**: - ** Join a supportive and passionate team to deliver effective policy outcomes for our members**: - ** Fantastic opportunity to build upon your policy and advocacy experience** **About us** We are the most influential, independent business body in Victoria with...

  • Advisor, Policy and Advocacy

    2 months ago

    Melbourne, Australia Victorian Chamber of Commerce and Industry Full time

    **Work for an industry leader with exposure to a broad range of industries across Victoria**: - ** Join a supportive and passionate team to deliver effective policy outcomes for our members**: - ** Fantastic opportunity to build upon your policy and advocacy experience** **About us** We are the most influential, independent business body in Victoria with...

  • Claims Advocacy Senior Manager

    3 days ago

    Melbourne, Victoria, Australia Marsh Pty Ltd Full time

    About Marsh Pty LtdMarsh is the world's leading insurance broker and risk adviser. With over 45,000 colleagues operating in more than 130 countries, Marsh serves commercial and individual clients with data-driven risk solutions and advisory services.Job SummaryWe are seeking an experienced Senior Claims Advocate to join our Advocacy Claims team in Australia....

  • Claims Advocacy Senior Manager

    1 month ago

    Melbourne, Australia Marsh Pty Ltd Full time

    Marsh is seeking candidates for the following position based in the Melbourne or Sydney office:Senior Advocate- Claims SolutionsWhat can you expect?An opportunity has come up within Marsh’s Claims Solutions practice working in the Marsh Advocacy Claims team claims team as a Senior Casualty or Property Advocate. In this position you will work within a team...

  • Claims Advocacy Senior Manager

    3 weeks ago

    Melbourne City, Australia AU002 Marsh Pty Ltd_AU Full time

    Description: Marsh is seeking candidates for the following position based in the Melbourne or Sydney office: Senior Advocate- Claims Solutions What can you expect? An opportunity has come up within Marsh’s Claims Solutions practice working in the Marsh Advocacy Claims team  claims team as a Senior Casualty or Property Advocate . In...

  • Customer Success Specialist

    4 days ago

    Melbourne, Victoria, Australia Remofirst Inc. Full time

    About Remofirst Inc.Remofirst Inc. is a pioneering company that empowers businesses to expand globally without geographical boundaries. Our mission is to provide seamless global employment solutions, ensuring that companies can hire and manage employees across the world with ease.Job SummaryWe are seeking a highly skilled Customer Success Specialist to join...