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Customer Service Manager

2 weeks ago

Mosman, Australia Bupa Full time

**About the Home**

Bupa Mosman is a modern care home set in a leafy suburb on Sydney’s Lower North Shore, 20 minutes from Sydney's CBD. It is close to the local community and Balmoral beach with neighbouring medical centre, shopping village, restaurants, cafes, parks and transport links. It consists of 64 beds, with a variety of care units. Our primary goal is placing our focus on the health, lifestyle and well-being of our residents.

**Benefits of Bupa**
- Supportive, collaborative, and caring team culture
- Continual learning and development opportunities
- Flexible working shifts and arrangements
- Relocation and accommodation assistance available
- Internal transfers across our care homes
- Discounts on Bupa products - Healthcare, Optical, Dental & other retail partners
- A ‘People First’ wellness program - SMILE

**About the Role**

As Customer Service Manager you will lead a customer centric administration team within the Care Home. You will be required to actively perform the role of the Care Home Customer Service Consultant, alongside the team to ensure consistent customer service across all three core focus areas:
**_ This is a full-time permanent role paying between $36.00 and $42.00 ph _**_+ super depending on experience_**

**Resident Placement**

Administer and lead the resident placement journey, through:

- Actively engaging and seeking referral partnerships within the community.
- Providing prospective residents and loved ones with a warm, welcoming, and informative introduction to the Care Home.
- Key lead in handling enquiries and coordinating admissions.
- Maintenance of the respite management program.
- Generation of resident agreements and associated documentation.

**Employee Service**

Support and oversee the Care home employee experience, through:

- Administering rosters in accordance with requirements as set out in the respective Enterprise Agreement (EA), budgets and workforce optimisation guidelines.
- Actively manage employee leave, both planned and unplanned.

**Reception**

Deliver a consistent and welcoming first impression to the Care Home, through:

- Delivering a customer centric approach.
- Leading continuous improvement activities associated with the Care Home customer experience.
- Engaging with residents and employees to seek and review all feedback and act accordingly to resolve any issues.
- Effectively lead the customer and administrative experience function of the Care Home, ensuring customer service is delivered to the highest of standards.
- Directly manage all Care Home Customer Consultants.

**Skills and Experience**
- Certificate IV in Business Administration is essential. Degree in related field i.e. Business / Commerce is desirable.
- Previous work experience in an administration and customer focused role in a service related industry is essential.
- Experience in rostering and the use of Kronos or payroll systems is desirable
- Previous experience in an aged care or retirement living sales environment is desirable
- Able to work autonomously and effectively prioritise the work of themselves and others within established policies, guidelines, and procedures.
- Effective time management and organisational skills
- Strong problem-solving abilities.
- Excellent communication and interpersonal skills

Our people reflect the diversity of our community. At Bupa, your wellbeing, identity, and own story is respected and valued.