Job Description

As an Enhanced Care Officer, you will play a critical role in supporting customers experiencing vulnerability, hardship, or complex personal circumstances. This role ensures that customers receive empathetic, fair, and tailored support while maintaining compliance with regulatory obligations and internal service standards. About the jobWe’re on the lookout for someone who’s passionate about supporting people and ready to step into a role that truly makes a difference. As an Enhanced Care Officer, you’ll be part of our Enhanced Care team within Billing, Compliance and Service Recovery at Belong, working alongside our Complex Customer teams. We know that balance matters. This role is hybrid, giving you the flexibility to work from home while staying connected to your team in the office. We aim for around two days in the Melbourne office each week, so you’ll have the best of both worlds—collaboration and connection, plus the space to focus when you need it. This isn’t just any job—it’s a chance to be the calm, capable voice our customers need when life gets tough. If you’re someone who thrives on meaningful conversations, can juggle structure with empathy, and loves being part of a supportive team, we’d love to hear from you! Here’s the scoop on what you’ll be doing:Respond to inbound calls from customers experiencing hardship or vulnerability, including domestic and family violenceMake outbound calls to follow up on support plans, documentation, or wellbeing checksAssess customer needs and apply the right support pathways with care and confidenceFollow structured processes for hardship, domestic and family violence, and critical care scenariosSupport high-risk or complex cases, working with your team lead or SME when neededKeep accurate and confidential case notes in our internal systemsCollaborate with your team and other departments to resolve cases smoothlyJoin team huddles, training sessions, and feedback loops to keep growingBalance empathy with compliance and operational efficiencyContribute to a safe, inclusive, and respectful team culture