Join to apply for the Specialist Care Lead role at Optus2 days ago Be among the first 25 applicantsJoin to apply for the Specialist Care Lead role at OptusSupport and solutions that connect Australians.Optus is more than just a telco – we’re a team of dedicated problem solvers putting people at the heart of everything we do. Every day our team of 7,000+ passionate people embrace a ‘yes’ mindset, ensuring Australians enjoy closer friendships, stronger teams, deeper partnerships, and bigger breakthroughs. Here, you’ll find a community that thrives on challenging themselves and changing the game. A dynamic and flexible workplace where no two days are the same and growth and development opportunities lie around every corner.The Specialist Care Community is responsible for handling vulnerable situations from both internal and external authorities, as well as all company platforms, including voice and messaging channels. They must do this in a timely, professional, and caring manner, ensuring the best customer experience every time. The customers you will assist require a heightened level of expertise and care. These customers may be facing domestic family abuse, homelessness, incarceration, financial hardship, disability, or a range of other vulnerabilities, and there may be more than one vulnerability presented.The Specialist Care Lead plays a pivotal role, coordinating the most intricate and high-profile cases from start to finish. You will support our experts and coaches, identify trends, network effectively, and apply sophisticated negotiation skills to engage with various collaborators. Your role involves recognizing underlying risks and trends and sharing your expertise to improve team knowledge and performance.Ready to reimagine your career at Optus?Actively handle and investigate Complex complaints received internally or externally in a timely manner to the customers' satisfaction.Liaise with key internal and external stakeholders such as representatives of the TIO, NBN, Financial counsellors, public trustees’ office.Develop varying resolutions which meets business and customer needs without compromising the customer experience.Use strong case investigation, influencing and resolution skills to negotiate with customers to overcome concerns to drive customer satisfaction, retention and to reduce any adverse exposure to Optus whether financial or other.It starts with you!Excellent communications skills and ability to understand and articulate issues (written and verbal), with the ability to display an appropriate degree of empathyExperience in handling complex customer inquiries, and ability to work under pressure and handle competing prioritiesBe able to negotiate positive outcomes, be team oriented and able to build positive relationships with others.Be confident in handling customers expressing self-harm tendencies, employing de-escalation techniques, and connecting them with professional help.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. 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 .Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesTelecommunicationsReferrals increase your chances of interviewing at Optus by 2xSign in to set job alerts for “Lead Specialist” roles.Adelaide, South Australia, Australia 20 hours agoAdelaide, South Australia, Australia 3 weeks agoDry Creek, South Australia, Australia 2 weeks agoWest Hindmarsh, South Australia, Australia 2 weeks agoAdelaide, South Australia, Australia 3 days agoTaperoo, South Australia, Australia 1 week agoClinical Educator– Acute Care and MonitoringAdelaide, South Australia, Australia 4 weeks agoAdelaide, South Australia, Australia 19 hours agoModbury, South Australia, Australia 3 weeks agoAdelaide, South Australia, Australia 1 week agoAssistant Director, Strategic Communications, EL1, Corporate (EA2025/92)Adelaide, South Australia, Australia 1 day agoAdelaide, South Australia, Australia 2 weeks agoAdelaide, South Australia, Australia 2 weeks agoWattle Range, South Australia, Australia 2 months agoAdelaide, South Australia, Australia 3 days agoLecturer/Senior Lecturer/Associate Professor - Small Animal Internal MedicineTemplers, South Australia, Australia 4 days agoLecturer/Senior Lecturer/ Associate Professor - Veterinary AnaesthesiaTemplers, South Australia, Australia 2 weeks agoLecturer - Physiotherapy (Cardiorespiratory)Adelaide, South Australia, Australia A$110,080.00-A$129,503.00 2 weeks agoPrincipal Consultant - Azure Cloud PlatformAdelaide, South Australia, Australia 1 day agoConsultant/Specialist Obstetrics & GynaecologyAdelaide, South Australia, Australia 4 weeks agoAdelaide, South Australia, Australia 2 months agoTaunton, South Australia, Australia 3 months agoRegistered Nurse - Wound/Stoma Specialist NurseAdelaide, South Australia, Australia 4 days agoTaunton, South Australia, Australia 3 months agoAdelaide, South Australia, Australia 2 weeks agoAdelaide, South Australia, Australia 2 weeks agoAdelaide, South Australia, Australia 2 weeks agoAdelaide, South Australia, Australia 1 week agoSenior Project Engineer - Defence InfrastructureAdelaide, South Australia, Australia 2 days agoAdelaide, South Australia, Australia 3 days agoPasadena, South Australia, Australia 2 weeks agoAdelaide, South Australia, Australia 2 days agoSeaford, South Australia, Australia 1 week agoAdelaide, South Australia, Australia 1 week agoWe’re unlocking community knowledge in a new way. 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