Role: Specialist Care Consultant
Intake Date: (Mid-Late November)
Remuneration: $104,358 + potential 10% annual performance bonus
Are you an empathetic, resilient professional who excels at resolving complex cases, negotiating fair outcomes, and advocating for vulnerable customers?
Randstad is seeking Specialist Care Consultants to join a dynamic national client in Melbourne Docklands. As a key member of our specialist care function, you will coordinate sensitive and complex cases end-to-end, supporting customers experiencing heightened vulnerability with dignity, respect, and compassion.
Customers you assist may be navigating domestic and family violence, homelessness, financial hardship, disability, incarceration, or other complex circumstances. You will investigate concerns, partner with internal and external support agencies, and deliver tailored, high-quality solutions.
This position offers a rewarding chance to do meaningful work while deepening your professional capabilities across complex case handling, root-cause inquiry, strategic negotiation, risk management, and multi-stakeholder partnerships.
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.
Skills and Experience Required
- Demonstrated experience managing complex enquiries, escalations, or sensitive case files in a contact center, customer service, or community care environment.
- Great written and verbal communication skills.
- Confidence following established safety, risk, and de-escalation guidelines during high-risk interactions.
- The ability to manage competing priorities within a 24/7 rotating roster.
Key Responsibilities
- Manage complex customer cases involving technical support, account management, and billing queries.
- Investigate complaints, identify risk factors, and negotiate tailored resolutions that balance customer care, regulatory standards, and business needs.
- Partner directly with internal teams and external bodies—including regulatory ombudsmen, NBN Co, financial counsellors, Public Trustee offices, and emergency/support agencies.
- Support customers experiencing distress by applying de-escalation, safety planning, and formal escalation procedures.
- Identify operational trends and share actionable insights to help improve team capabilities, systems, and support workflows for vulnerable customers.
What the Role Offers
- Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off company 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 from 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 the company’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 well being first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from all backgrounds.
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.
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