Support Specialist

HomeMade, Mable, Leap in and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:

1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care

2. We believe in technology as an enabler

3. We're driven by helping customers attain better outcomes

This position is part of the HomeMade team.

About HomeMade

HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.

Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.

By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You'll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.

About the role

An exciting opportunity exists to join our team as a Support Specialist, helping people to live the life they want.

Reporting directly to the Service & Support Manager  you will be working closely with our Support Partners to deliver a personal, friendly, high-quality service experience as our customers go through all stages of the HomeMade journey.

Key Responsibilities

• Provide exceptional support to HomeMade customers through proactive, multi-channel communication that's positive, empathetic, and solution-focused.
• Manage a high volume of calls and emails ("cases") efficiently while maintaining clarity and care in every interaction.
• Partner with Support and Accounts teams to onboard customers, process payments, and maintain accurate records in Salesforce.
• Deliver guidance and training to help customers confidently manage their Home Care Packages and achieve their goals.
• Follow up on customer inquiries, feedback, and complaints to ensure timely, satisfactory resolutions.
• Identify and resolve customer issues, escalating when needed to ensure a great experience.
• Contribute to continuous improvement by sharing insights in team meetings and workshops.
• Support the Onboarding Management team with ad hoc tasks and special projects.

Your Skills and Expertise

• You bring empathy, warmth, and strong customer service skills to every interaction, supporting a wide range of customers and queries - including technical enquiries.
• You're proactive, a critical thinker, and a natural problem solver who listens carefully and communicates clearly.
• You take pride in delivering exceptional customer experiences and always go the extra mile to achieve the best outcomes for your customers.
• You're tech-savvy, curious, and confident using tools like Google Workspace, Salesforce, and cloud-based contact centre software - or can quickly pick up similar systems.
• You have experience in customer service, sales, or account management and enjoy working collaboratively towards team goals, deadlines, and KPIs.
• You thrive in a fast-paced, flexible environment and bring high energy, motivation, and resilience to your work.
• You're passionate about helping others and have and are eager to build an understanding of the Australian disability and aged care sectors.
• You're adaptable, trustworthy, and driven by curiosity and purpose.
• Qualifications such as a Certificate III in Individual Support (Ageing), Health Services Assistance, or a Certificate IV/Diploma in Aged Care, Disability, or Community Services (including Case Management) are desirable but not essential.

The values we live by

Put People First

People and relationships matter most.

Foster Freedom

Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions.

Do The Right Thing

Be fair, honest, open, ethical, and transparent.

Be Bold

With a vision to imagine and create a brighter future.

Our benefits

Power your career

Learn from industry experts, experienced leaders, and on-the-job opportunities.

Access parental leave

Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.

Work with flexibility

We're a hybrid workplace, balancing time in the office with remote work.

Flexi Leave Days

Get one extra paid leave day per quarter for what makes you happy.

Take a floating public holiday

Acknowledge a significant day your way with family and friends.

Be rewarded

Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.

We are one

As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

If this role has stood out to you but you don't feel like you 'tick all the boxes,' we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.