Customer Service Manager

2 weeks ago

Surry Hills, Australia Bannister in Home Care Full time

Bannister in Home Care is currently recruiting a Customer Service Manager to join our Sydney based team.

Bannister In Home Care delivers in-home support services to clients with varied needs due to ageing, acquired or inherited disability or injury.

Bannister In Home Care provides services on behalf of the Australian Government and must comply with legislated requirements and standards.

**Salary is: $80.000**

**Qualifications and Experience**:

- Associate Degree, Advanced Diploma or Diploma in a service and management related discipline.
- Qualification in aged care or currently studying: Certificate iii or equivalent.
- Experience working in an aged care service delivery setting and a sound knowledge of NDIS is highly desirable.
- Current NDIS workers screening check.
- Current First Aid certificate.
- Working knowledge of regulations, standards, codes of conduct associated with Government subsidised support programs including Home Care Package, NDIS support services, Commonwealth Home Support Program.

**As a Customer Service Manager, you will lead a team to support and empowering people with a disability and older Australians.**
- Developing and reviewing policies, programs and procedures concerning customer relations and services provided.
- Oversee team members scheduling home support services to clients.
- Resolve urgent unfilled visits - problem solve daily challenges based on organisational priorities.
- Ensuring operational efficiency within office setting.
- Handle incoming phone calls - solve problems / forward information as required - being able to work in a fast-paced environment with the pressure of deadlines.
- Provide excellent client services via verbal and written communication.
- Providing direction and feedback to team members and assist with recruitment.
- Managing, motivating and developing staff providing customer services.
- Planning and implementing home support services to older Australian’s, following up customer satisfaction, ensure quality performance, and modify and improve services provided.
- Work closely with care Co-ordinators and Service Manager to ensure that client needs are understood and met appropriately.
- Develop and maintain relationships with third party providers of brokerage and agency support to ensure highest level of care, support services and quality is maintained.
- Plan, administer and review scheduling of customer support services, follow up client satisfaction, make recommendations for continuous improvement.

**Expected knowledge**
- Aged Care Quality Standards
- Home Care Package Program (HCP) Operational Guidelines
- National Disability Insurance Scheme (NDIS) Practice Standards
- Code of Conduct
- Strong administrative and computer skills
- Ability to work independently and as part of a team.

**Job Types**: Full-time, Permanent

Pay: $80,000.00 per year

Schedule:

- 8 hour shift
- Monday to Friday

**Education**:

- Advanced Diploma / Associate Degree (required)

**Experience**:

- Customer service: 3 years (required)

Work Authorisation:

- Australia (required)

Work Location: In person

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