specialist care lead.

Key Responsibilities:

• Serve as the point person for crisis intervention, confidently employing de-escalation techniques and following critical protocols when handling customers expressing self-harm tendencies, ensuring they are safely and quickly connected with professional help.
• Actively handle and investigate complex complaints received internally or externally in a timely manner, ensuring resolutions meet business and customer needs.
• Liaise with key internal and external stakeholders to manage and coordinate complex cases.
• Apply exceptional written and verbal communication skills to quickly understand, articulate, and resolve the most intricate customer issues with precision and clarity.
• Use strong case investigation, influencing and resolution skills to negotiate with customers to overcome concerns to drive customer satisfaction and retention.

Skills and Experience Required:

• Demonstrable experience in managing high-risk and complex vulnerable customer cases within a professional setting.
• Resilience and Composure: A proven ability to work under pressure and efficiently manage competing, complex priorities without sacrificing quality or service standards.
• Empathy and Communication: The ability to couple technical clarity with a genuine degree of empathy, ensuring customers feel heard and valued, even when distressed.
• A tech-savvy approach to problem-solving and case management.
• A trusted and collaborative team member focused on building positive internal relationships.

What we offer:

• Competitive salary package $99,770 + 12% super
• 10% annual bonus scheme
• Inclusive paid parental leave, up to 14 weeks for the primary caregiver.
• Comprehensive training and the opportunity to build a lasting career.

Consider before applying:

This is a 24/7 contact centre that operates on a rotational roster based on the below shift times:

• 8:00am-4:00pm
• 10:00am-6:00pm
• 12:00pm-8:00pm
• 3:00pm -11:00pm
• 11:00pm-7:00am

Rosters are released 8 weeks in advanced and require full availability across the rotation.

This position will begin as all in office however hybrid arrangements may become available.

Successful applicants will be required to complete a national police check & financial check. Due to a short turn around period, please ensure you have access to 100 points of ID & relevant working rights before applying.

Apply now or send any enquiries to Tayla.Baillie@randstad.com.au

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.