Call Centre - Customer Support

Australian Unity; Oxley; Hybrid; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Additional Leave benefits

Flexible Work Options

Career development

Staff discounts

Fitness Passport

Novated Car Leasing options

14 weeks paid Parental Leave

Job summary

Australian Unity is looking for a Health Concierge – Customer Support based in Oxley, Victoria. In this full-time role, you will manage high volume inbound enquiries for aged care customers, ensuring empathetic and timely support.

With hybrid work flexibility after a successful 6-month probation, you will handle calls, resolve queries, and document interactions accurately. Strong communication skills and experience in a contact centre setting are essential.

Benefits include additional leave, career development opportunities, and various discounts.

Qualifications

• Recent experience in a high-volume contact centre within the last 12 months.
• Proven ability to manage complex customer enquiries end-to-end.
• Experience in health, aged care or community services desirable but not essential.

Responsibilities

• Handle high-volume inbound calls from customers, families and care workers.
• Resolve enquiries across services, scheduling, billing and care support.
• Accurately document interactions using systems such as Genesys and Procura.

Skills

Strong communication

Active listening

Rapport-building skills

Time management

Attention to detail

Tools

Genesys

Salesforce

Lumary

Job description

At Australian Unity, we’re reimagining how health and care are delivered in our local communities. By working together differently, we help customers live healthier, more independent, and fulfilling lives, while staying connected to supportive communities.

As a Health Concierge – Customer Support, you’ll be the first point of contact for our customers, providing empathetic, accurate and timely support across their aged care journey. You’ll manage a high volume of inbound enquiries, resolve issues efficiently, and build strong relationships that support positive customer outcomes.

This is a full-time, Oxley QLD based role, offering hybrid flexibility (3 days in office, 2 from home) after successful completion of a 6-month probation period.

Key Accountabilities

• Handle high-volume inbound calls from customers, families and care workers
• Resolve enquiries across services, scheduling, billing and care support by providing clear and accurate information
• Deliver First Call Resolution (FCR) wherever possible
• Accurately document interactions using systems such as Genesys and Procura
• Follow business rules for warm transfers, escalation pathways and accurate task/note creation
• Collaborate with internal teams to ensure timely customer resolution
• Manage complex queries with empathy and professionalism

What You’ll Bring

• Recent experience (within the last 12 months) in a high-volume contact centre
• Proven ability to manage complex customer enquiries end-to-end
• Strong communication, active listening and rapport-building skills
• Confident using CRM/call centre systems (e.g. Genesys, Salesforce, Lumary - desirable)
• High attention to detail and strong time management skills
• Experience in health, aged care or community services desirable but not essential

Why work for Australian Unity?

• Additional Leave benefits including Community, Wellbeing & Deep Listening Leave
• Flexible Work Options –hybrid role combining 3 Branch days & WFH after successful completion of your 6 month probation period
• Career development with full access to LinkedIn Learning & internal opportunities
• Staff discounts across our insurance products as well as our travel and retail partners
• Fitness Passport – discounted access to 1,500+ gyms & facilities
• Novated Car Leasing options through our partners Maxxia or Flair Cars
• 14 weeks paid Parental Leave

Australian Unity is an Equal Opportunity employer, and we encourage applications from all members of the community, including people of Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people. To view our Reconciliation Action Plan, please click https://www.australianunity.com.au/about-us/reconciliation-action-plan