Customer Care Manager

Full-Time contract, Hybrid position
- Perth, Western Australia location
- Hybrid role - 2 days' working from home

Health Care Australia are currently looking for a
**Customer Care Manager** to become a valued member of our Home Care team in Perth.

HCA provides leading aged care support services across the Nation through Aged Care Government Funding and self-funded individuals. Our goal is to provide the best quality support and care based on the Client’s lifestyle and needs.

**The Benefits**:
We believe in making sure our team have a work life balance and are fully equipped for their role requirements. Therefore we offer a number of opportunities to maximise your experience at HCA.
- Hybrid role - 2 days’ working from home
- Travel reimbursed per kilometre
- Ongoing training and support within your role
- Access to a Virtual Wellness program
- 3 funded Employee Assistance Program sessions
- Happy Birthday to you The day off on your birthday each year
- Future career opportunities with an expanding national organisation

**About the role**:
Reporting to the State Manager, the Homecare Customer Care Manager is responsible for both building and maintaining HCA’s homecare customer base in Perth. This role manages customer relationships through the delivery of excellent customer service and the implementation of customer care initiatives.

The role is customer focused and responsible for ensuring that all service delivery and compliance reporting requirements are met. Working collaboratively with the State Team to ensure that services delivered are of a high quality, offer an excellent customer service and workforce experience.

**Responsibilities**:

- Promote HCA and attract new referrers and customers to HCA
- Build HCA customer base and market share with sustainable new business
- Develop and cultivate HCA existing and prospective relationships that are based on trust, shared experience and customer outcomes
- Manage a caseload of customers and deliver excellent customer experience
- Develop support plans that support the delivery of quality outcomes for customers in line with their funding and service plan
- Maintain and manage the funding budgets and supports to meet the customers’ needs and ensure customer funding is managed effectively
- Maintain communication with customers regularly regarding funding and service delivery
- Monitor the successful delivery of customer outcomes and conduct service reviews at agreed times
- Complete all service delivery compliance and reporting requirements including Quoting, Service Agreements, Funding and Debt Management Activities and Plan Reviews
- Ensure all customers’ documentation and case notes are up to date, complete and of a high standard
- Work collaboratively with the Recruitment and Rostering teams to onboard and build our workforce capacity and capability to deliver an excellent workforce experience

**About you**:

- Current or willing to obtain National Police check
- Current or willing to obtain working with children's check
- 3 x Covid-19 Vaccinations and yearly influenza vaccination
- Excellent communication and customer service skills
- Looking to establish your career in Homecare/Aged Care
- Minimum 1-2 years’ experience in administrative or a similar role
- Ability to calmly perform in high pressure situations
- Emotionally intelligent and an ability to emphasis with customers and respond to their ever-changing needs

Are you looking to join a market leader and contribute towards delivering the highest level of Homecare services in Australia? If yes, then HCA is the right Employer for you. We are a people-centric business with our core values being the heart and soul of all that we do. If
**you want to be a part of a team that are passionate about Aged Care** then