Navigator

**About the role**

The role of_ Navigator_ works within the Mission and Mission in Action of HammondCare to ensure that they are a first point of contact for staff, clients and other stakeholders including members of the public with enquiries about **HammondCare At Home** services.

This role is pivotal in providing excellent customer service, relevant information and linking incoming calls to the most appropriate staff member in an effective and efficient manner. As a key support service for the successful delivery of HC Service plans, they enhance the organisation’s effectiveness and act as advocates for the HC Mission and values. Incoming calls from customers will be handled by the HammondCare Support Navigator to answer questions and enquiries, handle complaints, troubleshoot problems and provide information.

**Key Focus Areas**
- First point of contact for both internal customers (staff) and external customers (clients and other stakeholders, including members of the public) with enquiries about HammondCare At Home services.
- Respond to enquiries, requests, problems and complaints accurately, efficiently and empathetically.

**About you**
- Commitment to engage and align with HammondCare’s Christian Mission, Motivation and Mission in Action
- Demonstrated experience in customer service or contact centre role
- Strong organisational abilities, including effective time management and ability to prioritise in a busy work environment
- Ability to work both independently and as part of a team
- Demonstrated ability to use initiative to problem solve with limited supervision
- Excellent analytical skills and attention to detail
- Demonstrated commitment to excellence in customer service principles including conflict resolution to ensure the consistent provision of exceptional service to internal and external customers
- Demonstrated excellent interpersonal communication skills
- Strong relationship and rapport building skills (including active listening skills and empathy)
- Demonstrated ability to record, report and maintain accurate information efficiently, working in paperless, ‘talk and type’ environment
- Ability to deliver script-adherent service, with empathy
- Demonstrated understanding of formalised KPI’s (Key Performance Indicators)
- Knowledge of the _Home Care Packages Program Guidelines_ and _Home Care Common Standards_.
- Certificate level qualification in a relevant field (including Business Administration, Communications or IT) or working towards a similar qualification (Desirable).

**Culture**

HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion. We strive on creating an equal employment environment where everyone from any background can be themselves.

We believe your job should be rewarding and the ability to make a difference every day is a great place to start.

**_ All short-listed applicants will be asked to consent to a criminal record check and reference checks._