Customer Advocacy Officer
Vocus
  • locationMelbourne, VIC
  • salaryNot disclosed
  • full-time 29 January 2021
  • locationMelbourne, VIC
  • salaryNot disclosed
  • full-time
Job Description

Vocus is crazy about customers. We’re also crazy about our people. We empower them 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 the impact we have, and that’s what connects us. Whoever you are, you'll fit right into our team of 1400 personalities. And as you help us disrupt our industry, we’ll support you to be ‘the best you’, at Vocus and at home.

The opportunity:

The purpose of this role is to assist and support Financial Hardship customers across the Vocus Group portfolio of key Consumer & Commercial Australian Brands (Dodo, iPrimus & Commander). A Hardship 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 in the role
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.
What you'll need to be successful
Current experience and training in Hardship, Family Violence and Life Support.
Expert in ESC and NECF 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 center 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

In return Vocus commit to a fast paced and fun workplace that is committed to career development opportunities within the company nationally and across different areas.

We have the best employee benefits such as Internet discounts, the ability to purchase leave, anniversary leave, awesome parental leave benefits. Best of all we believe in flexibility and fitting your job into your life - Vocus is quite simply just a great place to work!

It’s a seriously exciting time to join Vocus and there’s even more to come. If you think you want to join us and be part of something great, do it and apply now!

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About

As a leading specialist fibre and network solutions provider, Vocus connects people, businesses, governments, and communities across Australia and New Zealand, to the world. With a world-class team of experts, we challenge convention and do things d

More...
About Vocus

As a leading specialist fibre and network solutions provider, Vocus connects people, businesses, governments, and communities across Australia and New Zealand, to the world. With a world-class team of experts, we challenge convention and do things d

More...
Supporting Documents

    NONE

Work Authorisation
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Customer Advocacy Officer

  • Job Details:
    Not disclosed AUD
    Melbourne, VIC, Any
  • Key Dates:
    29 January 2021
    Last 12 days to apply
  • Industry:
    Legal
  • Insights:
    0 Applicants
    1 Views
Job Description

Vocus is crazy about customers. We’re also crazy about our people. We empower them 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 the impact we have, and that’s what connects us. Whoever you are, you'll fit right into our team of 1400 personalities. And as you help us disrupt our industry, we’ll support you to be ‘the best you’, at Vocus and at home.

The opportunity:

The purpose of this role is to assist and support Financial Hardship customers across the Vocus Group portfolio of key Consumer & Commercial Australian Brands (Dodo, iPrimus & Commander). A Hardship 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 in the role
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.
What you'll need to be successful
Current experience and training in Hardship, Family Violence and Life Support.
Expert in ESC and NECF 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 center 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

In return Vocus commit to a fast paced and fun workplace that is committed to career development opportunities within the company nationally and across different areas.

We have the best employee benefits such as Internet discounts, the ability to purchase leave, anniversary leave, awesome parental leave benefits. Best of all we believe in flexibility and fitting your job into your life - Vocus is quite simply just a great place to work!

It’s a seriously exciting time to join Vocus and there’s even more to come. If you think you want to join us and be part of something great, do it and apply now!


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