Customer Care Manager

Job Description

Do you have experience in community care and client case management, with advocacy skills to ensure that clients' needs are being met?

Are you comfortable visiting aged care clients in their homes and working collaboratively with internal teams?

As a Silverchain Customer Care Manager for our aged care clients receiving the Commonwealth Support at Home program in the Grampians (approx. Moorabool Shire and Golden Plains Shire areas). You will be interacting with elderly clients and their families in their homes, and regularly communicating with our clinical, scheduling and service delivery teams to ensure a smooth and comprehensive care experience for our clients.

What's on offer

• Full-time hours, initial 6 month contract with potential to extend.
• Manage your own schedule each week while working autonomously from home and within the community.
• Working for a non-profit organisation, you can salary package up to $18,500 tax free.

What we're looking for

• Experience in community-based case management is ideal.
• Experience with managing Government funded in home aged care services and budgets an advantage.
• Current driver's licence and a reliable vehicle with minimum Third-Party insurance
• Strong communication skills, both verbal and written.
• Demonstrated empathy and compassion.
• Excellent problem-solving abilities and critical thinking skills.
• Good organisational and time management skills.
• Cultural competence and the ability to work with diverse populations.
• Advocacy skills to ensure clients' needs are met.
• Collaboration and teamwork skills to work effectively with interdisciplinary teams.

The role

As a Customer Care Manager, you will:

• Manage a caseload of community-based older Australians with their Government funded aged care services delivered in their homes.
• Assess clients' needs and develop personalised care plan.
• Manage clients' funding budgets in accordance with government program guidelines, to ensure each client's care requirements are met.
• Onboard new clients and proactively manage existing clients utilising a compassionate, person-centred approach.
• Collaboration with our Clinical, Scheduling and Service Delivery teams will be crucial to delivering comprehensive care.

Why choose Silverchain

Everyone at Silverchain, from our care teams to leadership, plays a vital role in delivering Best Care. It's a team effort. Best Care is care that is safe, personal, connected and effective.

We are proudly one of the few Australian home care providers accredited in both national health and aged care standards. This means the quality of care we provide is expected to meet the same standards as a hospital or residential aged care facility.

As a not for profit organisation, we re-invest our funds into research and developing innovative models of care to set the industry benchmark for the provision of the best care in the home.

We'll also provide you with opportunities to help you develop and grow in your career, with training and education programs to help you achieve your goals.

How to apply

To submit your application, click 'Apply'.

Prior to commencement, every preferred candidate must complete a National Police check, Work Rights check and confirm their COVID-19 vaccination status (although not mandatory it is highly recommended).

At Silverchain Group, we recognise the positive contribution that a diverse workforce makes to our organisation where individuals can be authentic, are respected and celebrated. We strongly encourage applications from Indigenous Australians, people of all ages, gender, abilities, culturally diverse and linguistic backgrounds.

For more information contact our recruitment team at

Kindly note that we do not accept applications via email. Unsolicited applications from agencies will not be accepted. We reserve the right to commence the recruitment process and extend or withdraw this advertisement prior to the closing date.