Homemade Customer Support Specialist

2 weeks ago

Sydney, New South Wales, Australia Mable Full time

This role is for HomeMade - a related entity of Mable


HomeMade is a related entity to Mable: we operate as a completely separate business but have a shared vision for self-management.

HomeMade is transforming home care in Australia through our creative approach, designed to support people in achieving their goals while living at home.


We are an approved provider that specialise in self-management and partner with our customers to create a support plan to meet their needs and optimise their funds.

Our approach keeps people in control of their package, funding, and support.

The Opportunity:


An exciting opportunity exists to join our team as a Service & Support Specialist, helping aging Australians Nationally live the life they want.

As we grow our business, we seek multiple people to join our Customer Service and Support team. The team is trained across everything HomeMade and is critical to driving customer engagement and loyalty.

You will deliver a personal, friendly, high-quality service experience as our customers go through all stages of the HomeMade journey.


You will drive impact by:

  • Work closely with the Support Partners to sign up, onboard, and deliver ongoing support to Homemade customers.
  • Provide highquality customer support, guidance, and training to customers to help selfmanage their Homecare Package and achieve their goals
  • Daily management of customer account documentation, including updating customer profiles and account
  • Recognise unhappy customers and work towards a resolution or escalate where required
  • Engage in regular workshops and team meetings to evaluate current processes and procedures with a viewpoint to continuous improvement
  • Proactively work with customers to help get the most out of systems and Service Partners platforms.
  • Work closely with our Service Partners to successfully onboard our Customers to their platforms.
  • Adhere to team processes and procedures and meet individual and team KPIs
  • Provide education and support tailored to meet the individual needs of all HomeMade customers

What are we looking for?:

  • Customer service professionals are passionate about helping create a bright future for older Australians.
  • We hire people whose skills and values align with our purpose.
  • You Bring experience in customer service and sales/account management roles.
  • You care about your customers and will always go the extra mile to get them the best outcomes.
  • You Bring empathetic and supportive customer service skills to our full range of customers and experiences.
  • You will be proactive, a critical thinker, and a great problem solver.
  • You are a good listener, problemsolver, critical thinker, and a people person.
  • You pride yourself and gain great satisfaction in providing fantastic customer service.
  • You enjoy working in a team towards team goals, deadlines, and weekly KPIs.
  • You approach work with high energy, drive, and internal motivation in a fastpaced and flexible environment.
  • You have a solid connection to or interest in building an understanding of the Australian disability and aged care sectors and communities.
  • You exhibit adaptability, resilience, transparency, trustworthiness, passion, and innate curiosity.
  • It's important to note that while home/ aged care experience is appreciated, it's not essential to succeed in the role.

Who you will be working with


You would be joining our team, a group of people who know they can make a difference to their customers.

We are an efficient, contemporary, and customer-focused business that works in a Supportive family-friendly working environment.

Our teams live the HomeMade values in all they do towards this:

PUT PEOPLE FIRST:
People and relationships matter most

FOSTER FREEDOM:
Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions

DO THE RIGHT THING:
What is fair, honest, open, ethical, and transparent

BE BOLD:
With a vision to imagine and create a brighter future

Benefits of Working at HomeMade
Work remotely for a disruptor in the Aged care industry

Supportive family-friendly working environment

Remote working or Hybrid work
- depending on what suits your circumstances

Career development opportunities

Floating Public Holidays Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion.

Volunteer day One paid day per calendar year to volunteer for your community. We encourage you to volunteer in the disability or aged care sector, but it's your choice

Wellbeing day Enjoy a paid day each calendar year to focus on your health and wellbeing.

Employee Assistance Program A 24/7 service that includes counseling for you and your immediate family.

Parental leave We support our employees through their parental leave journey to enable them to balance work and family matters

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