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! 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.
• 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.

Ready to take the next step in your career? Apply today!

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.

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.