Customer Support Manager

4 weeks ago

Sydney, Australia Opal Full time

At Opal Health Care, we know that companies don’t succeed, people do . 

Our purpose is to bring joy to those we care for and our values of  C ompassion,  A ccountability,  R espect and  E xcellence reflect that  CARE  is at the heart of everything we do.

At Opal, we strive to enable residents to continue to live lives of meaning and have opportunities to participate in purposeful activity. We encourage residents to actively contribute to their communities and to have a real sense of purpose in their day. 

About the role:

Permanent full-time role working Monday to Friday; 9am – 5pm. Key role is to assist residents and their families with the difficult journey into residential aged care.

Key responsibilities will include:

As the Customer Support Manager, you will play a pivotal role in supporting occupancy and customer satisfaction within the home.

Reporting to the General Manager you will:

Manage all customer enquiries including conducting site tours and holding resident/relative discussions. Liaise with internal and external stakeholders including the General Manager, Regional Admissions Manager and referrer networks. Proactively manage the pipeline of enquiries to improve sales conversion rates. Implement sales programs to increase the uptake of additional services including activity programs.  Act as the Customer Service champion for the home by monitoring service standards, ensuring training of staff and actioning resident satisfaction feedback.

Requirement:

5 years + experience in sales/front office hospitality roles. A track record of success in sales including strong negotiation and outstanding customer service skills. Impeccable presentation, excellent communication and the confidence to build rapport with a wide range of people. Proven time management and organisation skills along with the flexibility to manage changing business needs.  Must be self-motivated but able to work collaboratively to achieve outcomes.  Knowledge of aged care including fees and funding would be ideal, but is not essential. Previous experience delivering training would be highly regarded.  Qualifications in sales, customer service or hospitality would be an advantage.

All applicants must be willing to obtain a police clearance certificate via Opal's police check system, NDIS worker screening check & undergo a pre-employment medical.

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