Home Care After Hours Customer Service Coordinator

2 weeks ago

Blackburn South, Australia Regis Aged Care Full time

**General information**:

- Position number
- 50572758
- Posted date
- 01-May-2025
- Closed date
- 29-May-2025
- Business unit
- Home Care
- Division
- Home Care
- Office location
- Blackburn South

**Description and requirements**:
The After Hours/ On Call Customer Service Coordinator is responsible for vacancy management, client enquiries, and direct care staff support outside of business hours.

These positions play a critical role in supporting direct care teams providing care out of business hours, the allocation and rostering of employees to cover short-notice unplanned leave and effective and timely communication with clients and/ or their family members, and office-based teams.

Working from your home office, the Regis clinical/ quality team will support you for clinical matters and a General Manager for operational escalations. Your methodical and calm approach will assist our direct care team members in managing unexpected events as well as responding to intermittent client enquiries regarding planned services.

**You must be available to work the below time**s**:

- Monday - Friday 6am - 9am
- Monday to Friday 5pm - 8pm (on call)
- Saturday and Sunday 7am - 8pm (on call)
- Public Holidays 7am - 8pm (on call)

**Duties of an After hours Customer Service Coordinator**
- Provide effective roster management outside business hours
- Manage unplanned leave in accordance with standard procedures, and the client’s vacancy management plans, service levels and care
- needs, ensuring staff are appropriately matched with clients
- Respond to client/ family/ customer enquiries
- Assist with employees' concerns and resolving within delegations
- Escalate issues to Managers in a prompt manner
- Ensure matters are actioned and completed

**Experience, skills & competencies**
- Demonstrated customer service experience in a fast-paced environment
- Demonstrated experience in roster management or supporting roster management
- Proficiency with the range of Microsoft Office Suite of products, with emphasis on Word, Outlook, and Excel
- Demonstrated proficiency in verbal and written communication skills

**General Attributes**
- A quick learner and a naturally positive outlook
- Hands-on person, with high working standards
- High level of personal motivation, initiative and integrity
- Outstanding organisational skills and ability to prioritise and multitask
- Strong attention to detail
- Professional telephone manner
- Friendly, personable, professional approach

**Mandatory requirements**
- Current NDIS Worker Screening Check or Police check
- Proof of the right to work lawfully in Australia
- Reliable high-speed home internet

**Ready to apply?**

If you're ready to make a difference in the lives of others, we want to hear from you

**Benefits to support and reward you

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