Customer Advocacy Specialist
Core
Manage a portfolio of customers experiencing financial hardship, including those impacted by family violence, serious illness, and life support requirements, delivering compliant and empathetic support for Energy and Telecommunications services.
Role type
Senior IC customer advocacy specialist (hardship)
Builds
Hardship support outcomes for vulnerable customers across Electricity and Telco services
Domain
Energy and Telecommunications / Regulatory Compliance
Deliverable
client delivery
Required skills
Energy and Telecommunications hardship obligations, AER and ESC regulatory frameworks, Victorian Payment Difficulty Framework, Life Support and Family Violence protections, compliant customer interactions, trauma-informed conversations, complex case management, documentation, time management
Preferred skills
Experience in regulated contact centre or case management environment, autonomy, collaboration
Responsibilities
Manage portfolio of Hardship customers ensuring regulatory compliance, Conduct compliant inbound and outbound customer calls, Communicate with customers via preferred channels, Onboard and manage new hardship referrals, Provide tailored support options including payment arrangements and debt reduction strategies
Seniority
Mid-level, hands-on IC