Specialist Care Lead

Every day, millions of Australians connect, work, stream, and stay in touch on the Optus network. When it works seamlessly, it's easy to take for granted. But behind it is a team making thousands of decisions every day - decisions that keep people, businesses and communities connected.

Right now, Optus is passionate about getting the fundamentals right - simplifying how we work, lifting standards, and building a more reliable, resilient experience for our customers. It's not about surface-level change. It's about how we make decisions, how we work together, and how we deliver.

The Specialist Care Community supports customers experiencing complex or heightened vulnerability. The team manages sensitive cases referred by internal teams and external authorities across voice and messaging channels, providing timely, professional and compassionate support.

Customers may be experiencing domestic and family violence, homelessness, incarceration, financial hardship, disability or other forms of vulnerability. In some cases, customers may be experiencing more than one vulnerability at the same time.

As a Specialist Care Consultant, you will coordinate sensitive and complex customer cases from start to finish. You will work closely with experts, team leaders and internal and external stakeholders to investigate concerns, negotiate appropriate outcomes and improve the way we support vulnerable customers.

This role is an opportunity to make a meaningful difference while developing specialist skills in case management, investigation, negotiation, risk identification and stakeholder engagement.

This role operates within a 24-hour, 7-day specialist support environment. Successful applicants will participate in a rotating roster that includes day, evening, overnight, weekend and public holiday shifts. 

An example of shifts are; 7:30am - 3:30pm , 10:00am - 6:00pm & 11:30pm - 7:30am. Please note this role has hybrid working options after 6 months.

What You'll Do

• Manage complex customer cases involving technical support, account and billing queries.

• Investigate complaints, identify risks and coordinate cases through to resolution.

• Partner with internal teams and external stakeholders, including the Telecommunications Industry Ombudsman (TIO), NBN Co, financial counsellors, Public Trustee offices and other support agencies.

• Negotiate tailored resolutions that balance customer, regulatory and business needs.

• Identify trends and share insights to improve team capability and customer outcomes.

• Support customers experiencing distress by following established de-escalation, safety and escalation procedures.

What You'll Bring

• Strong written and verbal communication skills.

• Demonstrated empathy, emotional resilience and the ability to maintain professional boundaries while supporting customers experiencing distress or crisis.
• Strong experience managing complex customer enquiries, complaints, and escalations for vulnerable customers, with effective liaison and stakeholder management across regulatory bodies
• Strong investigation, negotiation, influencing and problem-solving skills.

• The ability to manage competing priorities within a 24/7 rotating roster.

• A collaborative approach and strong stakeholder relationship skills.

• Confidence following established safety and escalation procedures when supporting customers in crisis.

The good stuff …

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.

• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.

• Competitive leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever's important to you.

• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.

• Direct your own development and build future-ready skills with Optus U's industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.

• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).

• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

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 email ***************@optus.com.au or call 1800 309 ***. 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 https://www.optus.com.au/about/inclusion-diversity.