Customer Specialist Support Advisor

We are excited to be recruiting Customer Specialist Support Advisors for a leading Australian infrastructure organisation, offering long-term career stability, extensive training and meaningful, purpose-driven work. With a strong focus on complaint resolution, hardship support and complex customer interactions, this role is ideal for someone who is resilient, experienced on the phone and genuinely motivated to help customers through difficult circumstances.

With a 3rd August start date, we are shortlisting and interviewing now.

What’s in it for you?

• Full-time permanent opportunity
• Attractive salary package of $90K inslusive of Super + 5% Bonus
• 4 weeks of structured, paid training with buddy support and shadowing
• Hybrid working model, once trained, up to 2 days WFH and 2 fixed anchor days (Tuesday & Wednesday) in the office
• Monday – Friday rotating roster between 8:00am – 6:00pm
• No weekends
• Fortnightly pay cycle
• Supportive, close-knit team culture
• Strong focus on coaching, development and cross-skilling
• Opportunity to work in a role with real impact on customer outcomes
• An inclusive workplace that values wellbeing, collaboration and continuous improvement

About the company
Our client is a large, established Australian organisation operating nationally, with a strong reputation for customer service, operational excellence and long-term infrastructure investment. They are experiencing ongoing growth and change, with a strong commitment to improving customer experience, complaint resolution and hardship outcomes. This is an opportunity to join a business that invests in its people, training and capability uplift, particularly within sensitive and complex customer-facing teams.

About the role
Due to an internal movement and ongoing business growth, an exciting opportunity has arisen for a Customer Specialist Support Advisor to join the Complaints & Hardship team. This is not a standard contact centre role. You will manage complex, emotionally charged cases that require strong judgement, empathy and confidence.

In this role, you will:

• Handle a combination of inbound and outbound calls related to complaints and financial hardship
• Manage complex customer cases end-to-end rather than simple transactions
• De-escalate highly emotional or distressed customers
• Investigate issues including billing disputes, toll invoices, nominations, licence plate errors and process complaints
• Work within defined timeframes to resolve cases sustainably
• Balance empathy and customer advocacy with policy and commercial outcomes
• Use multiple CRMs and systems to manage cases and documentation
• Deliver high-quality resolutions that reduce repeat contact

Calls typically average 20 minutes, with complex cases extending to 30–60 minutes. Email cases require phone contact prior to closure.

About you
We are looking for someone resilient, adaptable and confident handling intense, complex customer conversations.

You will bring:

• Strong phone-based customer service experience (essential)
• Exposure to complaints, hardship, escalations, credit or complex case management
• Proven ability to remain calm and empathetic under pressure
• Confidence in navigating emotionally charged conversations
• Strong prioritisation and time management skills
• Comfort working across multiple systems and screens
• Clear verbal and written communication skills
• Ability to think on your feet and propose solutions independently

This role best suits candidates who understand the reality of back-to-back emotional calls and are comfortable managing case backlogs in a changing environment.

If this sounds like the role you’ve been looking for, APPLY NOW via the prompts. For further information, please email bailey@smaart.com.au. Due to the high volume of applications, only shortlisted candidates will be contacted.

** Must be a Permanent Resident or Citizen of Australia **
** Due to high volume of applicants, only shortlisted individuals will be contacted **