Enquiry Line Support Officer

3 weeks ago

Perth, Western Australia Buscojobs Full time

About the Role

As an Enquiry Line Support Officer, you will support our scheduling team by handling calls on our Home Care Enquiry Line. You will assist Community Support Workers (CSWs) with client issues, scheduling changes, procedural matters, and system questions. Your communication skills and positive attitude will ensure a great experience for clients and CSWs. This is a full-time fixed-term role ending 28/08/2026, Monday to Friday, 8:00 am to 4:00 pm.

Key Responsibilities

  • Exceptional Communication: Answer calls with a positive attitude, providing guidance, support, and excellent customer service.
  • Problem-Solving: Troubleshoot ComCare issues and escalate as needed.
  • Incident Management: Escalate and document incidents using Riskman and record client communication in CRM.
  • Scheduling Support: Monitor SharePoint queues for changes, cancellations, and leave requests, ensuring timely responses.
  • Project Work: Support projects and data management tasks for the scheduling team.

Skills, Knowledge & Abilities

  • Strong verbal, written, and interpersonal skills.
  • Ability to remain calm and supportive with distressed customers and support workers.
  • Problem-solving skills and capacity to find innovative solutions within guidelines.
  • Experience with Customer Service Database Management (e.g., ComCare, eCase).
  • Sensitivity to confidentiality, cultural diversity, and client needs.
  • Proactive, professional attitude with good time management and organisation skills.

Essential Requirements

  • Previous experience as a Community Support Worker.
  • National Police Clearance (no older than 6 months).
  • Proof of current influenza and COVID-19 vaccinations, as per Amana Living policies.
  • Completion of a pre-employment medical.

Why Choose Amana Living?

Amana Living is a leading aged care provider in Western Australia, serving older people and their families since 1962. We offer residential care, transition programs, retirement villages, home care, day care, respite, and dementia services, supporting older individuals to live fulfilling lives.

Our vision is a community where every older person is valued. Our mission is to enable older people to maintain their individuality with compassion, collaboration, curiosity, inclusion, and trust. We are committed to reforms that benefit our workforce and those we care for.

Our Benefits

  • Competitive rates
  • Salary packaging benefits up to $18,550
  • School holiday childcare assistance
  • Health and wellbeing programs
  • Ongoing training and development
  • Employee Assistance Program

We value diversity and welcome applicants from all backgrounds, including those with disabilities, Aboriginal or Torres Strait Islander peoples, and the LGBTIQA+ community. Join us in making a difference

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