Could you become a Customer Advocacy Officer?
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What this job is
Customer Advocacy Officers handle complaints and disputes on behalf of customers. They investigate what went wrong, communicate with both the customer and the organisation, and work toward a fair outcome. The role sits inside banks, utilities, insurance companies, telecommunications providers, government agencies, and other organisations that deal with large volumes of customers. The work is less about sales and more about resolution. You are the person a frustrated customer reaches when standard support has not solved the problem.
Pay
A$1,414 a week
This is the median for full-time employees who are not managers and are paid at the adult rate, before tax and salary sacrifice. It is a guide to what the work pays, not a wage rate.
Source: ABS Survey of Employee Earnings and Hours, May 2025, customised report.
What this role asks for
- Active Listeningcore
- Complaint Handlingcore
- Confidentiality and Privacy Compliancecore
- Conflict De-escalationcore
- CRM System Operationcore
- Customer Needs Assessmentcore
- Data Entry and Accuracycore
- Email Managementcore
- Empathy and Emotional Intelligencecore
- Escalation Managementcore
- Policy and Procedure Adherencecore
- Report Writingcore
- SLA and KPI Adherencecore
- Time Management and Prioritisationcore
- Verbal Communicationcore
- Workflow Queue Managementcore
- Written Communicationcore
- Adaptability and Flexibility
- Digital Literacy
- Microsoft Office Suite Proficiency
- Root cause analysis