Enquiry Line Support Officer

Enquiry Line Support Officer (HC) Fixed TermApply now Job no: 497369Work type: Full Time Fixed Term ContractLocation: Perth CBD, Inner & Western SuburbsCategories: Home Care ProfessionalAbout the RoleAs 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.
Your exceptional communication skills and positive attitude will ensure every interaction is a positive experience for our clients and CSWs.
This is a full time fixed term role ending 28/08/2026.
Days will be Monday to Friday 8.00am to 4.00pm.Key ResponsibilitiesExceptional 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 & AbilitiesTo 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.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 medicalWhy 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.Competitive ratesSalary packaging benefits up to $18,550Health and wellbeing programs and more
Ongoing training and development to keep your skills growing.Access to our Employee Assistance ProgramAt 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
Advertised: 25 Aug 2025 W. Australia Standard TimeApplications close: Open until filledPosition Description
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