Remediation Lead

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

As a Remediation Specialist, you will play a critical role in identifying, investigating and resolving matters where customers may have been impacted by improper sales practices. Acting as a customer advocate, you'll manage complex and escalated cases, determine appropriate remediation outcomes and help drive improvements that prevent issues from recurring.

Your work will directly influence how Optus responds to customer concerns, ensuring fair outcomes, regulatory compliance and a strong focus on customer care, particularly for vulnerable customers.

What You'll Do  

• Assess and investigate customer cases across remediation programs, executive escalations, TIO disputes, Financial Counsellor referrals and other complex customer matters.
• Review and analyse high-profile cases, develop remediation recommendations and present outcomes to senior stakeholders where required.
• Lead complex investigations and collaborate with Quality Control, Regulatory, Legal and operational teams to ensure appropriate customer outcomes.
• Champion the customer voice by identifying vulnerability, assessing customer impact and recommending fair and transparent resolutions.
• Identify root causes and systemic issues, translating insights into improvements across processes, controls and customer experience.
• Support proactive remediation initiatives while ensuring outcomes align with regulatory obligations and customer expectations.

What You Bring

• 5+ years' experience in a dedicated remediation, complaints, dispute resolution or customer advocacy role managing complex cases end-to-end.
• Proven experience identifying root causes, applying remediation frameworks and delivering fair outcomes for customers.
• Strong experience managing escalated and sensitive customer matters with sound judgement, empathy and resilience.
• Excellent stakeholder management skills with the ability to influence and collaborate across multiple business areas and senior leadership groups.
• Strong understanding of customer vulnerability, customer experience drivers and fair customer outcomes.
• Knowledge of regulatory, complaint management or remediation environments will be highly regarded.
• Exceptional written and verbal communication skills with the ability to present clear recommendations and insights.

The good stuff….   

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

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

• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre. 

• 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 colleague-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. 

• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon. 

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 to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170.  

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