Customer Advocacy Specialist
HybridMelbourne, Victoria, Australia
Job Summary
Own and manage a portfolio of hardship customers across Electricity and Telco services, ensuring cases meet regulatory and internal compliance requirements. Conduct compliant inbound and outbound calls delivering clear information in accordance with AER, ESC, and ACMA obligations. Communicate via preferred channels while onboarding new referrals from contact centre teams and providing tailored support options including payment arrangements and debt reduction strategies. This permanent full-time role supports vulnerable customers impacted by family violence, serious illness, and life support requirements within Melbourne's Flinders Street office.
Required Qualifications
- Strong working knowledge of Energy and Telecommunications hardship obligations, including AER and ESC regulatory frameworks
- Strong working knowledge of Energy and Telecommunications hardship obligations, including The Victorian Payment Difficulty Framework (PDF)
- Strong working knowledge of Energy and Telecommunications hardship obligations, including Life Support and Family Violence protections
- Proven experience delivering compliant customer interactions in a regulated contact centre or case management environment
- Demonstrated ability to engage in sensitive, trauma-informed conversations with highly vulnerable customers
- Experience managing complex customer cases with strong attention to documentation and compliance
- Excellent time management and case ownership skills
- Confidence working both autonomously and collaboratively within a high-accountability team
- A genuine passion for advocacy and supporting customers through difficult circumstances
- Permanent full-time role based in Melbourne
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