specialist care lead.

In this role, you’ll support vulnerable customers by managing complex calls and messages about their accounts, offering calm guidance and genuine care. You’ll help customers navigate challenging situations with empathy and confidence.

This is a 24/7 rotating roster, Monday–Sunday, based onsite. Shifts include:

• 8am – 4pm
• 10am – 6pm
• 12pm – 8pm
• Evening: 3pm – 11pm
• Night: 11pm – 7am
  

Your Responsibilities

• Support customers in crisis using de-escalation techniques and safety protocols
• Resolve complex complaints with care, clarity and timeliness
• Coordinate sensitive cases with internal and external stakeholders
• Communicate with empathy and precision to resolve intricate issues
• Investigate and negotiate solutions to ensure positive outcomes

• $99,770 base salary + 10% annual incentive + 12% super
• Inclusive paid parental leave of up to 14 weeks for primary caregivers
• Comprehensive training with clear long-term career pathways
• Modern office in Docklands with great facilities
• Onsite amenities including food courts, gym, cafes, bars and more!
• Access to EAP services for support and wellbeing

• Previous experience in managing high-risk or vulnerable customer cases
• Calm, resilient and able to balance competing priorities
• Empathetic communicator who reassures and supports customers
• Confident using technology to manage cases efficiently
• Collaborative and supportive team member

If you want a role where your care, professionalism and calm approach make a real difference, we’d love to hear from you. APPLY NOW to be a Specialist Care Leads and join a team dedicated to supporting customers through their most challenging moments.

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.