We craft our own path through innovation and investment, driven by a challenger spirit.
Specialist Care Community Role
Handling complex situations from internal and external authorities, we ensure timely, professional, and caring interactions to deliver the best customer experience.
Care is required for customers facing domestic family abuse, homelessness, incarceration, financial hardship, disability, or other vulnerabilities, potentially multiple at once.
The Specialist Care Lead coordinates intricate high-profile cases from start to finish, supporting experts and coaches, identifying trends, networking effectively, and applying sophisticated negotiation skills.
This role involves recognizing underlying risks and trends, sharing expertise to improve team knowledge and performance.
Key Responsibilities
* Handle and investigate complex complaints received internally or externally in a timely manner to customer satisfaction.
* Liaise with key stakeholders such as representatives of the TIO, NBN, financial counsellors, and public trustees' office.
* Develop resolutions meeting business and customer needs without compromising the customer experience.
Requirements
Excellent communication skills and ability to understand and articulate issues (written and verbal), displaying empathy.
Experience in handling complex customer inquiries, working under pressure, and handling competing priorities.
Negotiation skills, teamwork, and building positive relationships.
About Us
We are strengthened by diversity, valuing individual differences, and committed to equal employment opportunities for all job seekers.
We have an ambitious goal to be Australia's most loved everyday brand.
Finding a job, creating your career – our five core values guide us: relentlessly improving every day, creating new experiences, and a better tomorrow.