National Manager Engagement

The Call Centre Leadership role is responsible for overseeing and optimising the operational and financial performance of the call centre, specifically catering to the unique needs and challenges of the aged care sector. This role involves managing and growing the call centre through a deep understanding of the customer journey into aged care.

As a key member of our team, you will collaborate closely with the Head of Customer Concierge to develop strategic recommendations and make process adjustments as required, ensuring the team effectively supports the financial objectives of the Care Homes.

Managing BVAC's aged care enquiries requires a combination of leadership, empathy, and a deep understanding of the aged care industry. It's essential to balance operational efficiency with a compassionate approach to address the unique needs of elderly callers and their families.

• Oversight of Call Centre Technology:
• Phone systems, resident select, Zooho, and Epicor are all within your scope of responsibility.
• Ensuring efficient use of technology to streamline processes and improve customer service.
• Implementation and maintenance of quality assurance programs to ensure calls are handled professionally, accurately, and with empathy.
• Regular monitoring of calls to identify areas for improvement and provide additional training as needed.
• Strategies to improve customer satisfaction and the overall customer experience.
• Analyse customer feedback and use it to make improvements in processes, scripts, and staff performance.
• Staying informed about relevant regulations and compliance requirements in the aged care industry.
• Adherence to all legal and regulatory standards.
• Fostering effective communication within the call centre team and with other departments.
• Collaboration with other organisational units, such as marketing and operations, to ensure a holistic approach to customer service.
• Recruitment, training, and management of call centre staff, ensuring they have the necessary skills and knowledge to handle inquiries related to aged care.

• Invoice Query Management:
• Support to the head of Customer Concierge to develop a systematic process for resolving invoice-related issues.
• Training support staff to handle invoice queries with empathy and patience.
• Prioritisation of timely responses to reassure customers and address their concerns promptly.
• Implementation of a tiered support system to escalate complex issues to higher-level specialists if needed.

• Occupancy Reporting and Analysis:
• Analysis of call centre metrics and generation of regular reports on key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction.
• Use of data to identify trends, make informed decisions, and implement improvements.

• Referrer Management:
• Establishment of relationships with referrers, which may include healthcare professionals, social workers, community organisations, and other agencies.
• Development of a strategy for ongoing relationship building and maintenance or the call centre.
• Clear and accessible communication channels for making referrals, asking questions, and seeking information.
• Knowledgeable call centre team guiding referrers effectively, acting on requests promptly, and establishing clear communication channels between the call centre, service providers, and referrers.
• Collaboration between the call centre and aged care service providers to ensure a seamless transition for clients.

• Involvement in Continuous Improvement and Targeted Projects:
• Support to the Head of Customer Concierge in providing recommendations for related projects and continuous improvement activities.
• Focus on the end-to-end enquiry process and requirements for contact centre efficiencies.

To be successful in this role, you should have:

• 5+ years' experience in call centre operations/Aged care admissions is essential, preferably in a managerial role.
• Experience working in the healthcare or aged care sector to understand the specific needs, challenges, and regulations associated with providing care to the elderly is essential.