Hardship Customer Support Executive Hardship Customer Support Executive

Why Optus?

We are a business fuelled by optimism, unwavering customer focus and a team of amazing people.

And that’s where we come in…. “the amazing people” part!

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.

We are looking for Experts who are passionate about providing exceptional customer service and supporting vulnerable customers. It will be challenging and you will need to be resilient, our customer and community expectations are high and you will need to rise to the challenge to meet

these expectations in an environment where we actively encourage a proactive and highly engaged team culture where staff are inspired to advocate for their customers to provide excellent service that supports our most vulnerable customers, sets them up for success

Your day to day will consist of…

• The role of GCR Hardship Customer Support, the primary responsibility is to safeguard the interests and success of Optus by engaging with financially vulnerable customers and collaborating with Financial Counsellors, who serve as a vital resource for customers in need of support during times of financial uncertainty. Financial Counsellors play a pivotal role by offering essential information, resources, and facilitating emergency relief.
• Addressing the needs of individuals and families who have been adversely affected by financial hardship or are under the representation of an authorized third party facing similar challenges.
• The position involves close collaboration with the Optus Specialist Care team, wherein the incumbent will assess and provide long-term solution options for vulnerable customers under the case management of the Specialist Care team. This collaborative approach ensures a comprehensive and sustainable resolution for customers facing unique challenges.

What makes you perfect for the role?

• Experience in Collections or Customer Facing role in telco / banking/ Utility industry, Social Work, Psychology, Social Science, Counselling
• Experience with high volume, transactional Collections processes
• High Risk dispute management and resolution skills to reduce TIO complaints Process excellence in communications skills including the ability to adjust, problem solve and work unders pressure
• Understanding of Financial Counselling support for customers in Financial Difficulty

Optus is a place where we let you do you. We offer a range of benefits including:

• Competitive salary and performance incentives
• Discounts to Optus products and services, and to over 400 retailers Australia-wide
• Training, mentoring and development opportunities (ask us about OptusU!)
• Up to five days of Volunteer Leave per year
• A “connected” day for you to use to connect to something you are passionate about
• Hybrid ways of working
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office (Sydney)

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.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.

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