Customer Care Officer

5 months ago

Hunters Hill, Australia Catholic Healthcare Full time

**Job Description**:

- ** Leading Not for profit Aged Care provider**:

- ** Values-based organisation**:

- ** Hunters Hill, NSW location**:

- ** Core Hours 7am to 5.30pm Monday to Friday**:

- ** Hybrid Work Set-up including Work from home after training is completed**

Catholic Healthcare promotes the dignity, life, and spirituality of older people through connected and inclusive communities across residential aged care, home and community services and retirement living across NSW and SE QLD. Our values of Courage, Compassion and Integrity sit at the core of everything we do.

We are looking for a highly motivated Customer Care Officer to join our extremely busy Home & Community Services team based in Hunters Hill, NSW. The Customer Care Team are at the heart of the organisation and responsible for providing a superior customer experience to our clients.

The Customer Care Officer is the first point of contact for our In-Home Service clients, and it is not a role for the faint hearted On any given day you will be taking calls from a busy queue, and simultaneously recording your interactions, for billing enquiries, transport requests, escalations for scheduling anomalies or additional services, client feedback, locating clients that are not home for a scheduled service, incidents, and complaint management. You will follow well defined and embedded processes and be comfortable thinking on your feet to account for individual variations.

The position works as part of a large collaborative team to ensure clients are provided with accurate and timely responses. This is an exceptionally busy position that requires strong organisation, time management, communication, and problem-solving skills.

**_ To be successful in this role you will ideally have:_**
- Experience in Aged Care Services or similar
- An enthusiastic "Can Do" attitude
- Ability to identify issues, assist in solving them and adapt to changing circumstances
- Strong planning and organising skills with a high attention to detail
- Enjoy finding solutions to complex customer enquiries
- A passion to deliver a quality customer experience
- Exceptional verbal and active listening skills
- An empathetic approach with the ability to make complexity simple
- An excellent telephone manner and ability to build rapport
- Procura and Orca experience will be highly regarded
- Ability to work autonomously, as part of a busy dedicated team
- Flu and Covid Vaccination evidence

**_
Why you'll love working with us:_**
- Opportunity to work within a values-based organisation, with caring at the heart of everything we do
- Supportive and inclusive team environment
- Salary packaging opportunities to increase your take home pay
- Potential for flexible working arrangements such as work from home days
- Ongoing support and direction from your Team Leader

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