We don't craft the future, we shape it with innovative technology and investment. As a challenger brand, we embody a challenger spirit.
The Specialist Care Community tackles complex situations from internal and external authorities, as well as our voice and messaging channels.
They must respond promptly, professionally, and with care to deliver exceptional customer experiences.
Our customers require heightened expertise and care due to their vulnerabilities, which may include domestic family abuse, homelessness, incarceration, financial hardship, disability, or other challenges.
The Specialist Care Lead plays a pivotal role in coordinating 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, sharing your expertise to improve team knowledge and performance, and actively handling and investigating complex complaints received internally or externally.
Liaise with key internal and external stakeholders such as representatives of the TIO, NBN, financial counsellors, and public trustees' office.
Develop varying resolutions that meet business and customer needs without compromising the customer experience.
Use strong case investigation, influencing, and resolution skills to negotiate with customers to overcome concerns and drive customer satisfaction, retention, and reduce adverse exposure to Optus whether financial or otherwise.
Excellent communication 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.
Negotiate positive outcomes, be team-oriented, and able to build positive relationships with others.
Confidently handle customers expressing self-harm tendencies, employing de-escalation techniques, and connecting them with professional help.
Available to work full-time (5 days) between Monday to Saturday, from our Optus Head Office in Melbourne, on Collins Street.
Inclusive paid parental leave, up to 14 weeks for the primary caregiver.
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 an 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 contact us.
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 this link.
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.
Learn more about our people
From finding a job.To creating your career.We don't sit back and let the future happen to us.
At Optus, we know tomorrow is ours to create.
Five core values guide us in making our future happen; to relentlessly improve every day, creating new and better customer experiences and a better tomorrow.
Optus acknowledges the Traditional Custodians of the lands on which we live, work and serve.
We celebrate the oldest living culture and its unbroken history of storytelling and communication.
We pay respect to Elders - past, present and future.