Customer Support Manager

2 weeks ago

Melbourne, Victoria, Australia Claro Aged Care and Disability Services Full time

Who we are:

We put people at the centre of everything we do.

Through individualised, local, community-based support we remove barriers, increase life choices, and empower people to have meaningful relationships and connections.


We provide outstanding, customer-focused health, aged care and disability services to Australians in their own homes, and in the community via our 2 healthcare brands.

Plena Healthcare and Claro Aged Care and Disability Services

Do you want to make a difference? Join us in our mission to support people with disabilities to live a great life

The Opportunity:


We have an exciting opportunity for a Customer Support Manager who will drive and deliver Claro's ambitious growth strategy to support more people to live happier, healthier, and more independent lives.


In this role you will be responsible for generating, nurturing, and converting leads through highly developed relationship management skills in a defined region and being an outstanding brand ambassador and you will work closely with the Workforce & Operations network, CEM network and Service Delivery team to be responsive to new clients.


_ Please note:
This role is a hybrid role, and you must be flexible to travel across the Victorian region_

You will be responsible for, but not limited to:

  • Build and maintain strong local community referral networks based on mutual respect and trust
  • Generate, nurture, and convert leads through planned sales and marketing initiatives, including community events (e.g., information sessions, expo's events
  • Responsible for identifying, triaging, assessing, and onboarding clients ensuring a positive first experience with Claro
  • Utilise customer data to analyse and interpret client trends to inform recruitment activity, and workforce management including capability development
  • Provide comprehensive client assessment to develop and review individualised support plans in line with consumer directed care principles to achieve optimal outcomes for consumers
  • Consult network and liaise with relevant agencies and external service providers to ensure the consumer needs are met in line with their support plan.
  • Provision of quality outcomes for all clients

To be successful in this role you will have:

  • Qualification in Health / Allied Health / Business or equivalent is highly desirable
  • Demonstrated experience in Case Management of Home Care Package consumers
  • Demonstrated knowledge and experience working with Aged Care Services and Home Care packages
  • Knowledge of Aged Care legislative standards and consumer directed care principles
  • Knowledge of the health sector and inhome health service opportunities is highly desirable
  • Excellent communication skills both written and verbal, interpersonal skills, and consultation skills
  • Great ability to build connection with clients in order to provide personalised care solutions to them

How to apply
**"We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant"

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