Customer Care Manager

About the role
Are you passionate about making a meaningful difference in the lives of older Australians? We are looking for a proactive and compassionate Care Manager to join our dedicated team, supporting clients across the region.
In this client-facing role, you will be the primary point of contact for new and existing home care clients, guiding them through their aged care journey with empathy and expertise. You'll be responsible for delivering high-quality, personalised services and developing strong relationships with clients and their support networks.
This position is responsible for fostering strong customer relationships and driving business growth within the home care sector. With clients located in the local area, this position will focus on delivering exceptional customer service, managing a caseload of clients, and implementing effective customer care initiatives. The role will collaborate closely with internal teams to ensure service excellence and expand HCA\'s customer base through the development of sustainable relationships and growth initiatives.
As the main point of contact for clients, you will provide exceptional customer service and ensure the delivery of high-quality, tailored Home Care services. You will build and maintain strong relationships with clients and their support networks, adopting a customer-first approach to understand and establish their goals, needs, and preferences. This includes conducting comprehensive assessments to develop personalised support plans that address individual requirements and aspirations. Client satisfaction will be a priority, achieved through ongoing communication, consistent service delivery monitoring, and regular case reviews.
Responsibilities include:
Work closely with the State Team, Recruitment, and Rostering teams to ensure that services are delivered efficiently and meet customer needs.
Partner with the Recruitment and Rostering teams to enhance workforce capacity and ensure service delivery aligns with customer expectations.
Support the onboarding process to ensure the recruitment of the right talent to meet customer service requirements.
To be considered:
Strong
communication and networking skills
with a focus on building and maintaining relationships.
Proactive
and driven, with the ability to meet business targets and deadlines.
Knowledge of the
Home Care sector
or a willingness to quickly learn and adapt.
Comfortable working with
CRM systems
and using them with high accuracy.
Able to work independently while being a strong team player, supporting the broader team.
Initiative and a demonstrated "can do" attitude
Current National Police Check (essential)
About HCA
Healthcare Australia (HCA) is Australia\'s largest specialist healthcare workforce provider. We are a large and diverse healthcare business with a strong presence in the staffing of nursing, community, medical, corporate, allied and Crisis Response Management sectors in all States of Australia.
We are proud to offer a wide range of personal care services and domestic services, and are now an Approved Provider of Commonwealth-funded Home Care Package (HCP). Additionally, we are a Provider in the Commonwealth Home Support Program (CHSP) and a Community Nursing Provider for the Department of Veterans Affairs (DVA). Our services are designed to support your independence and enhance your quality of life.
Our Culture and Benefits
We work together as a team, we never forget that we're people-focused, and we respect relationships with each other. HCA provides a flexible and inclusive workplace culture where you have access to excellent benefits, including access to extra leave with a day off for your birthday plus a rewards and benefits platform. We are focused on the continual growth and development of our team. This is supported by an exceptional education assistance program that's accessible by all staff. Veterans are encouraged to apply. Some roles that involve visiting clients or facilities may require you to be fully vaccinated (Boosted) with the TGA-approved COVID-19 vaccine. The requirement for vaccination is based on the role and site where services are being provided. If you have any questions or concerns, please contact the hiring manager. To learn more about HCA:
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