Call Centre - Customer Support - Aged Care

Australian Unity Limited; City of Melbourne; Hybrid; AUD 65,000 - 78,000; Full time

Benefits offered by this job

Flexible hybrid work

Wellbeing & Deep Listening Leave

Career development access (LinkedIn)

Staff discounts

Fitness Passport

Novated car leasing

14 weeks parental leave

Job summary

Australian Unity Limited is seeking a Health Concierge - Customer Support in Clayton, VIC. You will handle high-volume inbound calls from customers, families and care workers, delivering empathetic and accurate support across the aged care journey.

This full-time role offers hybrid flexibility (3 days in office, 2 from home) after a 6-month probation. Fluency in English and Mandarin is preferred to serve our diverse client base.

Qualifications

• Recent experience in a high-volume contact centre within the last 12 months.
• Ability to resolve complex inquiries end-to-end.
• Strong communication and rapport-building skills.
• Proficient with CRM/call centre systems (Genesys, Salesforce; Lumary desirable).

Responsibilities

• Handle high-volume inbound calls from customers, families and care workers.
• Resolve enquiries across services, scheduling, billing and care support with clear information.
• Deliver First Call Resolution where possible.
• Document interactions using CRM/call centre systems.
• Follow escalation pathways and create accurate notes.
• Collaborate with internal teams to ensure timely resolution.
• Manage complex queries with empathy and professionalism.

Skills

High-volume calls

Communication & active listening

Problem solving

Bilingual English & Mandarin

Tools

Genesys

Salesforce

Lumary

Job description

Call Centre - Customer Support - Aged Care

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 role, offering hybrid flexibility (3 days in office, 2 from home) after successful completion of a 6-month probation period.

Office location will be Clayton, VIC.

To best serve our diverse clientele, we are preferably seeking a Bilingual candidate with native or professional fluency in English and Mandarin.

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