Enquiry Line Support Officer

12 hours ago

Perth CBD Inner Western Suburbs Perth CBD Inner Western Suburbs, Australia Amana Living Careers Full time $60,000 - $80,000 per year

About the Role

As an Enquiry Line Support Officer, you will play a vital role in supporting our scheduling team by handling a variety of calls on our Home Care Enquiry Line. You'll assist Community Support Workers (CSWs) with client issues, scheduling changes, procedural matters, and system-related questions. This role also includes providing an after-hours service from 6.00am to 8.30am. Your exceptional communication skills and positive attitude will ensure every interaction is a positive experience for our clients and CSWs. Community Support Workers encouraged to Apply. Please note this is a full time role fixed term contract.

Key Responsibilities

  • Exceptional Communication: Answer calls on the Enquiry Line with a positive attitude, providing guidance, support, and exceptional customer service.
  • Problem-Solving: Assist with troubleshooting ComCare issues, escalating as necessary through appropriate channels.
  • Incident Management: Escalate and document incidents using Riskman and ensure client communication is recorded in the CRM.
  • Scheduling Support: Monitor SharePoint queues for changes, cancellations, and leave requests, ensuring timely action and communication with relevant teams.
  • Project Work: Collaborate on projects and data management tasks to support the scheduling team.

Skills, Knowledge & Abilities

To excel in this role, you'll need:

  • Strong verbal, written, and interpersonal communication skills.
  • The ability to remain calm and supportive when managing emotional or distressed customers and support workers.
  • Demonstrated problem-solving abilities, with the capacity to find innovative solutions within established guidelines.
  • Experience with Customer Service Database Management (e.g., ComCare, eCase).
  • Sensitivity to issues of confidentiality, cultural diversity, and client needs.
  • A proactive and professional attitude, with excellent time management and organisational skills.

Essential Requirements

  • Previous experience as a Community Support Worker.
  • National Police Clearance Certificate (no older than 6 months).
  • Proof of current influenza and COVID-19 vaccinations, as per Amana Living policies.
  • Completion of a pre-employment medical

Why Choose Amana Living?

Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care homes, transition care programs, retirement living villages, home care, day care, respite, and dementia specific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

Our vision is a community where every older person is honoured and valued. Our mission is together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our values are compassion, collaboration, curiosity, inclusion and trust. Amana Living is proud to lead in reforms that benefit our workforce, caring for those who care for a career. 

Our Benefits

  • Competitive rates
  • Salary packaging benefits up to $18,550
  • School holidays childcare assistance
  • Health and wellbeing programs and more 
  • Ongoing training and development to keep your skills growing.
  • Access to our Employee Assistance Program

At Amana Living, we value diversity and welcome applicants from all backgrounds, including those who identify as living with disability, are Aboriginal or Torres Strait Islander, or members of the LGBTIQA+ community. Join us in making a difference

  • Enquiry Line Support Officer

    2 weeks ago

    Perth, Australia Amana Living Full time

    **Job no**: 497222 **Work type**: Full Time Fixed Term Contract **Location**: Perth CBD, Inner & Western Suburbs **Categories**: Scheduler **About the Role** As an Enquiry Line Support Officer, you will play a vital role in supporting our scheduling team by handling a variety of calls on our Home Care Enquiry Line. You'll assist Community Support Workers...

  • Scheduler - Perm Full Time

    18 hours ago

    Perth CBD, Inner & Western Suburbs - Perth CBD Inner & Western Suburbs, Australia Amana Living Careers Full time $72,000 - $108,000 per year

    The RoleAs a Home Care Scheduler, you will be responsible for delivering efficient and effective scheduling of client services to our Community Support Workers, whilst providing exceptional customer service. You will join a high performing team who are continually working to ensure that client requirements are met, and our staff are supported with schedules...

  • Scheduler Fixed Term 6mths

    15 hours ago

    Perth CBD, Inner & Western Suburbs - Perth CBD Inner & Western Suburbs, Australia Amana Living Careers Full time $60,000 - $80,000 per year

    Why Choose Amana Living?Amana Living is one of Western Australia's largest aged care providers, dedicated to meeting the needs of older individuals and their caregivers since 1962. We offer a comprehensive range of services including home care, residential care homes, transition care programs, retirement living villages, day care, respite, and...

  • Team Leader Community Support Worker

    18 hours ago

    Perth CBD, Inner & Western Suburbs - Perth CBD Inner & Western Suburbs, Australia Amana Living Careers Full time $55,000 - $75,000 per year

    About the RoleAs a Team Leader, you will play a pivotal role in providing day to day leadership, mentoring, and operational support to our CSW's. You will foster a supportive team culture while upholding Amana Living's Vision, Mission, and Values.Key ResponsibilitiesProvide mentoring, coaching, and guidance to Community support workersLead by example,...

  • Training Officer

    14 hours ago

    Perth CBD, Inner & Western Suburbs - Perth CBD Inner & Western Suburbs, Australia Amana Living Careers Full time $60,000 - $90,000 per year

    THE ROLETo deliver high quality training services to Amana Living Training Institute's internal and external clients under the guidance of Training ManagerKey responsibilities:Deliver a pre-set training plan via face to face at ALTI or online Conduct Training assessments, marking, and record learning outcomesReport learning outcomes to individual students...

  • Pause Program Coordinator

    12 hours ago

    Perth CBD, Inner & Western Suburbs - Perth CBD Inner & Western Suburbs, Australia Amana Living Careers Full time $60,000 - $90,000 per year

    Why Choose Amana Living?Amana Living is one of Western Australia's largest aged care providers, dedicated to meeting the needs of older individuals and their caregivers since 1962. We offer a comprehensive range of services including home care, residential care homes, transition care programs, retirement living villages, day care, respite, and...

  • Village Manager

    17 hours ago

    Perth CBD, Inner & Western Suburbs - Perth CBD Inner & Western Suburbs, Australia Amana Living Careers Full time $80,000 - $120,000 per year

    About UsAmana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care facilities, transition care programs, retirement living villages, home care, day care, respite, and dementia specific...

  • Domestic Cleaner

    15 hours ago

    Perth CBD, Inner & Western Suburbs - Perth CBD Inner & Western Suburbs, Australia Amana Living Careers Full time $45,000 - $60,000 per year

    Why Choose Amana Living?Amana Living is one of Western Australia's largest aged care providers, dedicated to meeting the needs of older individuals and their caregivers since 1962. We offer a comprehensive range of services including home care, residential care homes, transition care programs, retirement living villages, day care, respite, and...

  • ▷ [Immediate Start] Enquiry Line Support Officer (HC) Fixed Term

    1 week ago

    Perth, Australia Amana Living Full time

    Enquiry Line Support Officer (HC) Fixed Term Apply now Job no: 497540 Work type: Full Time Fixed Term Contract Location: Perth CBD, Inner & Western Suburbs Categories: Scheduler About the Role As an Enquiry Line Support Officer, you will play a vital role in supporting our scheduling team by handling a variety of calls on our Home Care Enquiry Line....

  • Landscape Manager

    3 days ago

    Perth CBD, Inner & Western Suburbs - Perth CBD Inner & Western Suburbs, Australia Amana Living Careers Full time $80,000 - $120,000 per year

    About the RoleThe Landscape Manager will ensure that all gardens and landscaped areas are well-maintained, thoughtfully designed, and responsive to the needs of our residents and staff. You will oversee garden maintenance, lead landscaping projects, and support sustainability initiatives while working closely with service teams, contractors, and...