Service Coordinator

2 months ago

East Ballina, New South Wales, Australia Australian Unity Full time
About the Role

We are seeking a highly skilled and experienced Service Coordinator to join our team at Australian Unity. As a Service Coordinator, you will play a critical role in managing a portfolio of customers and a team of Care Workers in our Home Health program.

Key Responsibilities
  • Customer Acquisition and Growth: Lead the acquisition and growth of new customers while building a strong and positive brand in the community.
  • Client Management: Provide dedicated client management by conducting initial assessments, annual reviews, and developing comprehensive care plans, all while building strong connections with clients' families.
  • Escalation and Complaint Management: Manage and resolve client escalations and complaints to ensure high levels of satisfaction.
  • Relationship Building: Build and develop valuable relationships with various external service providers and internal Clinical and Allied Health teams.
  • Recruitment and Team Management: Drive a forward-thinking recruitment strategy and support your team throughout the employment lifecycle, from orientation, coaching & development to performance management.
  • Culture and Compliance: Promote a culture of safety and lead by example, while driving continuous improvement initiatives and maintaining a strong focus on compliance within your portfolio.
Requirements
  • Customer Service/Account Management Experience: Prior experience in customer service/account or portfolio management.
  • Financial Management: Experience in managing financial budgets, ensuring compliance standards, and working towards KPIs.
  • People Leadership: People Leader experience with a track record of managing a diverse team.
  • Coaching and Development: Strong coaching and development capabilities, using both formal and informal methods to nurture your team's growth.
  • Time Management: Ability to manage multiple priorities with proven time management strategies.
  • Stakeholder Engagement: Strong stakeholder engagement skills, focused on building internal and external relationships to achieve customer outcomes.
  • Customer Feedback: Demonstrated ability to handle customer feedback and complaints in a timely manner.
  • Covid-19 Vaccination: Fully COVID-19 vaccinated with 2 doses (Booster is optional).
About Australian Unity
  • Additional Leave Entitlements: Additional leave entitlements including Community, Wellbeing & Deep Listening Leave.
  • Flexible Work Options: Flexible work options including a hybrid approach between client visits, Branch days & WFH as part of your week.
  • Lifelong Learning: Lifelong learning & career development available, including full access to LinkedIn Learning & career opportunities.
  • Staff Discounts: Staff discounts – discounts across our Insurance, Home and Personal loans as well as travel and retail discounts through our partners.
  • Fitness Passport: Fitness Passport – discounted access to over 1,500 fitness facilities across Australia.
  • Novated Car Leasing: Novated car leasing options through our partner.
  • Parental Leave: 14 weeks paid parental leave & access to Remedy's Bump to Baby program.

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