Customer Service Manager

2 days ago

Caulfield South, Australia Bupa Full time

About the Home

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:
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

How to Apply

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