Customer Service Manager I Baulkham Hills

**_Exciting opportunity for a dynamic, experienced business administrator to partner with our General Manager as part of the care home leadership team at our Baulkham Hills Home._**

Bupa Baulkham Hills is a modern care home set in the heart of the Hills district, Sydney. Less than 30 minutes from Parramatta, and close to the M2, this home consists of 144 beds, with a variety of care units. Our primary goal is placing our focus on the health, lifestyle and well-being of our residents.

**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:
**_ Customer Service Manager role is a permanent full-time position from Monday to Friday._**

**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

**The Benefits**
- VIVA - our employee wellbeing program - live healthier and happier - see more about Why we work at Bupa; We've got your back. We support our people to be the best version of themselves, physically and mentally, so they can be the best support for our customers. If our customers deserve outstanding healthcare, then so do you.
- Career development; You'll have a real say in shaping the future direction of the business and your own career because we believe that when you grow, Bupa grows.
- Comprehensive induction and buddy program - we set you up for success from the outset and ease you into your new role with support
- Be recognised and rewarded - Bupa Love Reward & Recognition Program ensures that the gratitude of our residents and their families is passed on to staff who deserve it

Be at the Heart of It - your new team is ready to welcome you**Eligibility criteria and conditions apply