Specialist Care Lead, Melbourne

We don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.

The Specialist Care Community is responsible for handling vulnerable situations from both internal and external authorities, as well as all company platforms, including voice and messaging channels. They must do this in a timely, professional, and caring manner, ensuring the best customer experience every time. The customers you will assist require a heightened level of expertise and care. These customers may be facing domestic family abuse, homelessness, incarceration, financial hardship, disability, or a range of other vulnerabilities, and there may be more than one vulnerability presented.

The Specialist Care Lead plays a pivotal role, coordinating the most intricate and high-profile cases from start to finish. You will support our experts and coaches, identify trends, network effectively, and apply sophisticated negotiation skills to engage with various collaborators. Your role involves recognizing underlying risks and trends and sharing your expertise to improve team knowledge and performance.

Ready to reimagine your career at Optus?

• Actively handle and investigate Complex complaints received internally or externally in a timely manner to the customers' satisfaction.
• Liaise with key internal and external stakeholders such as representatives of the TIO, NBN, Financial counsellors, public trustees’ office.
• Develop varying resolutions which meets business and customer needs without compromising the customer experience.
• Use strong case investigation, influencing and resolution skills to negotiate with customers to overcome concerns to drive customer satisfaction, retention and to reduce any adverse exposure to Optus whether financial or other.

It starts with you!

• Excellent communications skills and ability to understand and articulate issues (written and verbal), with the ability to display an appropriate degree of empathy
• Experience in handling complex customer inquiries, and ability to work under pressure and handle competing priorities
• Be able to negotiate positive outcomes, be team oriented and able to build positive relationships with others.
• Be confident in handling customers expressing self-harm tendencies, employing de-escalation techniques, and connecting them with professional help.
• Be available to work Full-time (5 days) between Monday to Saturday, from our Optus Head Office in Melbourne, on Collins Street. 

The good stuff …

• Inclusive paid parental leave, up to 14 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand. Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.

We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We’re here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours. For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.

The Optus Talent Acquisition team are taking a break for the holiday period from 23rd December 2024 to 3 January 2025. Rest assured, your application will be reviewed and you will receive an outcome and update upon the team's return.