Customer Care Officer Level 1

3 weeks ago

Richmond, Australia Mercy Aged and Community Care Ltd Full time

Employment Type: Permanent full time

Hours: 38 hours (Plus on-call when applicable)

Salary: $72,000 (Plus Superannuation)

Location: Corporate Office Richmond (Hybrid - 1 day from home)

Upload with Application: Resume, cover letter, and all relevant qualifications

Contact: Technology.Careers@mercy.com.au

Where there’s life, there’s Mercy.

Where there’s care, there’s You.

Through the battles and the breakthroughs, we're there. Where will you be?

For over a century, our incredible teams have provided care for people at every stage of life. Across our aged care homes, hospitals and research facilities, and across numerous cities and towns, we’re on a journey to keep growing our impact for the next hundred years.

As a for-purpose organisation with over 10,000 dedicated, compassionate people, we continue to offer more services and deeper care than ever before. With Mercy, you’ll have the chance to make an impact and gain experience that’s hard to find elsewhere.

At Mercy Health, it’s all about taking what we have and making it better.

To do that, we need you.

Join us as at Mercy Health, and help our teams deliver even greater outcomes.

About the opportunity

At Mercy Health, you’ll become part of a proud history built on over 100 years of expertise, skill and care. As Customer Care Officer, you’ll use your superior communication, troubleshooting and problem management skills to help achieve even more for all who need us.

What you’ll bring

It takes a special kind of person to work in healthcare or community services. If you are genuinely interested in helping others, then you’ll find you can build something here and find your place in a team of 10,000 hearts.

To thrive in this role, you will be:

  • Customer focused: Demonstrated commitment to meeting and/or exceeding client expectations, with the ability to drive business growth through service excellence.

  • Exceptional communicator: Excellent communicator (both verbally and in writing), with a proven ability to maintain transparent and open communication channels with all stakeholders so that we may address issues promptly and foster trust.

  • Resilient: The ability to effectively manage stressful situations whilst maintaining a positive outlook and learning from difficult situations, challenges, and adverse experiences.

  • Action oriented: The ability to take immediate steps that prioritise customer satisfaction and lead to tangible outcomes and results.

Key Responsibilities

  • Provide 1st level remote and in-person Information Technology and Telecommunications support to Mercy Health staff and facilities.

  • Triage and action customer queries, incidents, problems, and requests; gather information and problem description; attempt to resolve problem and if unable to, refer unresolved calls to 2nd level support teams; log and close calls via the ServiceNow service desk tool.

  • Participate in 1st level After Hours support roster.

  • Participate in Information Technology Projects as assigned by the Service Desk and Technical Support Manager.

  • Achieve minimum personal NPS score (and team NPS score) as assigned by the Service Desk and Technical Support Manager.

  • Other duties as defined assigned by the Service Desk and Technical Support Manager.

Please note this is not an entry level role.

You will also be required to provide evidence of, or in the process of obtaining:

  • ITIL certification and experience working in an ITIL environment.

  • A current Police Record Check and Working with Children Check.

  • Current COVID-19 certificate, proof of current influenza vaccination and other vaccination status consistent with public health orders.

Ready to help us shape the future of healthcare?

Join us and make a meaningful difference in people’s lives - and your career.

Are you ready to apply for this role? Click Apply

Please contact us if you would like to find out more or communicate any requirements to ensure we provide you with a fair and equitable interview and selection process.

We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture.

We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present.

The team at Mercy Health is as wonderfully diverse as the patients, residents, clients and communities we support. We’re proud to be recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). Mercy Health strongly encourages applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, sexualities, genders, abilities and cultural backgrounds.

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