{"id":2492108,"url":"https://alion.io/job/vocus-customer-advocacy-specialist","title":"Customer Advocacy Specialist","company":{"id":50837,"name":"Vocus","domain":"vocus.io","url":"https://alion.io/company/vocus-io","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":90000,"period":"year","method":"role_country_seniority_unknown","sample_n":57},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T14:00:00Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-11-05T19:36:09Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"The Opportunity\nJoin a close-knit, purpose-driven Hardship team in our Melbourne Flinders st office as a permanent full-time role based in Melbourne, who support customers across both Energy and Telecommunications Services within the Vocus Group portfolio of consumer brands (Dodo and iPrimus).\nAs a Customer Advocacy Specialist, you will manage a portfolio of customers experiencing financial hardship, including customers impacted by family violence, serious illness, and life support requirements. This role requires the delivery of highly compliant, empathetic, and outcomes-focused customer interactions, ensuring all customer contact meets Energy and Telecommunications regulatory obligations.\nThis is an opportunity to make a genuine difference to customers’ lives while operating within a strongly regulated environment and delivering best-practice hardship support.\nWhat You’ll Be Doing Day-to-Day\nOwn and actively manage a portfolio of Hardship customers across Electricity and/or Telco services, ensuring cases are maintained in line with regulatory and internal compliance requirements.\nConduct compliant inbound and outbound customer calls, delivering clear, accurate information and support in accordance with AER, ESC and ACMA obligations.\nCommunicate with customers via their preferred channel (phone or email), ensuring interactions are empathetic, documented, and regulator-ready.\nOnboard and manage new hardship referrals from contact centre teams via inbound call transfers and email.\nProvide tailored support options, including payment arrangements, hardship assistance, and debt reduction strategies, aligned to regulatory frameworks.\nWhat You’ll Bring to This Role\nStrong working knowledge of Energy and Telecommunications hardship obligations, including:\nAER and ESC regulatory frameworks\nThe Victorian Payment Difficulty Framework (PDF)\nLife Support and Family Violence protections\nProven experience delivering compliant customer interactions in a regulated contact centre or case management environment.\nDemonstrated ability to engage in sensitive, trauma-informed conversations with highly vulnerable customers.\nExperience managing complex customer cases with strong attention to documentation and compliance.\nExcellent time management and case ownership skills.\nConfidence working both autonomously and collaboratively within a high-accountability team.\nA genuine passion for advocacy and supporting customers through difficult circumstances.\nVocus is a proud equal opportunity employer. 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