Customer Consultant

About the Role

As a Customer consultant - Additional Services, you will be responsible for managing the Additional Services program within the care homes.

Additional Services at Bupa is the provision of a package of products and services which complement our residents experience, however they are clearly separate to the day to day care elements. The package includes benefits such as wife, Foxtel, additional choices with lunch and dinner, daily hot breakfast, and pamper services such as aromatherapy, massage and hairdressing/barber services.

This role is new to Bupa and will be instrumental in growing the program and ensuring the customer experience for all residents who participate is exceptional. This will include a seamless additional services admission process and creating each residents Additional Services personalised Activity Plan. Further, it includes ensuring residents are offered and receive the services within their plan and that the compliance and auditing processes are effective so that we meet the expectations of the customer, as well as any regulatory requirements and Bupa’s systems and processes.

This role will work across two homes (Sutherland & Clemton Park) however be based at Sutherland and report to the General Manager of this care home. The role will work closely with the National Manager - Additional Services and have responsibility for maintaining relationships with any third party suppliers of services such as the care home hairdresser, and beautician.

Benefits of Bupa
- Supportive, collaborative, and caring team culture
- Continual learning and development opportunities
- Flexible working shifts and arrangements
- Discounts on Bupa Health Insurance and other products

Duties
- In conjunction with the care home operations of which you will be a key member of, this role will support any marketing activities to promote Additional Services in the community and hold conversations with prospective residents in relation to the Additional Services element of the Bupa offer.
- Educate any new team members to the care homes with relation to Additional Services
- Manage the end-to-end Additional Services Process from admission to discharge
- Collaborate with residents and their representatives to ensure the right Additional Services offering are selected and maintained
- Complete periodic audits as scheduled
- Maintain compliance against legislation and internal Bupa policies and processes
- Communicate with third party and vendors when changes occur to the residents Additional Services offerings

Skills and Experience
- Previous experience in a Customer Service or Sales role
- Experience in effectively dealing with customers, including handling objections and feedback
- Excellent communication skills including confidence in presenting a product and selling the benefits, and educating others.
- Strong MS excel and word fluency
- Demonstrated ability to contribute as a member of high performing team
- Strong interpersonal and relationship management skills
- Ability to self-manage performance against business requirements

Culture

We all share the same purpose at Bupa Aged Care. Helping people live longer, healthier, happier lives and making a better world. We take pride in delivering high-quality care with a personal touch. Bupa champions a unique agile culture, one that adapts to your needs as a member of our team. Our focus is not limited to our residents but also your wellbeing and career growth. We aim to support you with tools you need to achieve a fulfilling career.

How to Apply

Bupa Villages and Aged Care is a NDIS approved provider. As part of the NDIS scheme, employees working within a NDIS facility, in a risk assessed role, must have a completed NDIS check. This is part of compliance and needs to be completed prior to commencement - successful applicants will have this cost reimbursed upon commencement.

IMPORTANT: All aged care workers must be vaccinated against seasonal influenza, and have the relevant COVID and Booster vaccinations in line with State legislation. Evidence of these vaccinations will be required prior to commencement.

To learn more about working at Bupa please visit our website:
Bupa is an equal opportunity employer. We are committed to ensuring equality in recruitment, development, retention and promotion of staff and that no-one is disadvantaged based on their gender, cultural background, disability, sexual orientation or identity, or Aboriginal and Torres Strait Islander heritage. We encourage people from all backgrounds to apply.

Time Type:
Full time