Do you have a passion for helping people? Are you a tech-savvy, empathetic communicator with experience in managing high-risk and complex vulnerable customer cases?
Randstad is seeking multiple specialist care lead consultants to join a dynamic team with a vibrant national client, located in Melbourne Docklands! With multiple positions available starting in February 2026 This is your chance to build a lasting career with comprehensive training.
Skills and Experience Required:
- Demonstrable experience in managing high-risk and complex vulnerable customer cases within a professional setting.
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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.
Location and Roster:
This is a full-time, head office-based role in Docklands, Melbourne.
One day work from home once training is complete.
This role involves a rotating 7 day, Monday to Sunday, 24/7 shift roster across the below shift hours:
- 8am - 4pm
- 10am - 6pm
- 12pm - 8pm
- Evening Shift: 3pm - 11pm
- Night Shift: 11pm - 7am
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.
What we Offer:
- Base Salary of $99,770 + 10% on-target Annual Incentive (performance bonus scheme) + 12% Super.
- Inclusive paid parental leave, up to 14 weeks for the primary caregiver.
- Comprehensive training and the opportunity to build a lasting career.
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.
