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Resident Placement Advisor

8 months ago

Melbourne, Australia Bupa Full time

**About the role**

**In this role, you will have an opportunity to:
**Inbound Calls**
- Take all calls in a timely, efficient, and professional manner ensuring exceptional customer experience
- Timely end-to-end enquiry management, including liaising with relevant internal stakeholders, including but not limited to the Resident Placement Team and care home staff
- Overall Epicor management for all care homes, ensuring the capture of necessary details, update of latest progress and accuracy always
- Utilisation of strong communication skills to capture enquiry information, book tours and notify care homes Maintaining enquirer contact where tours have not been able to be booked

**Outbound Calls**
- Conduct Nurture calls to prospects not ready to come into care and update Epicor with discussions had
- Conduct mystery shop calls to competitors
- Maintain records of calls and information received

**Administrative Duties**
- Enter all new enquiries received by the contact centre

**To be awesome in this role, you should have**:

- Experience in call centre customer service and sales
- Empathy. Ability to listen and understand when talking to customers
- An excellent listener with a positive friendly approach
- A willingness to ‘sell’ the home and it’s benefits to the customer
- Possess excellent interpersonal skills and the ability to establish and build upon working relationships effectively
- Have the ability to communicate with others at all levels in order to successfully achieve outcomes
- A passion for Aged Care and helping people get the care they deserve
- Have the ability to learn and understand details pertaining to the organisation’s effective operation
- Excellent written and verbal communication skills
- Strong organisational, problem solving and prioritisation skills
- Ability to recognise opportunities and problems arising in the health and disability sector