Care Operations & Customer Support Specialist

icare NSW; Parramatta; Hybrid; AUD 78,000 - 96,000; Full time

Benefits offered by this job

Flexible hybrid working arrangements

Gym subsidies

Health checks

EAP support

Salary packaging and novated leasing

Job summary

icare NSW is seeking a dedicated customer service professional to be the first point of contact for customers, families, healthcare providers and stakeholders. This role goes beyond a traditional contact centre, balancing compassionate support with admin tasks and invoice processing, under a 12-month fixed-term contract with hybrid work (3 days in office) in Sydney.

Locations include Sydney CBD (Kent Street) and Parramatta.

Qualifications

• Experience in a contact centre, customer service, administration or operational support environment.
• Experience or exposure within healthcare, aged care, rehabilitation, disability, return-to-work or medical administration environments will be highly regarded
• Confidence and professionalism when handling phone-based customer interactions
• Genuine empathy and resilience when supporting people experiencing difficult circumstances
• Strong communication skills and the ability to build rapport through natural, authentic conversations
• Excellent organisation skills, with the ability to prioritise and manage multiple tasks effectively
• Strong attention to detail, particularly when managing financial processing, invoices or funding requests
• Sound problem-solving skills and the ability to navigate complex customer enquiries

Responsibilities

• Providing exceptional customer support through phone, email and administrative channels
• Managing enquiries from customers, families, healthcare providers and service partners
• Supporting customers through sensitive and complex situations with empathy, professionalism and care
• Processing invoices, payments and funding-related requests with accuracy and attention to detail
• Managing competing priorities and high-volume workflows across multiple systems and tasks
• Coordinating documentation, records, correspondence and service requests
• Working collaboratively with internal teams to ensure timely customer outcomes

Skills

Contact centre experience

Healthcare exposure

Empathy

Communication skills

Organisation

Attention to detail

Problem-solving

Multi-tasking

Job description

icare NSW is seeking a dedicated customer service professional to be the first point of contact for customers, families, healthcare providers and stakeholders. This role goes beyond a traditional contact centre, balancing compassionate support with admin tasks and invoice processing, under a 12-month fixed-term contract with hybrid work (3 days in office) in Sydney.

Locations include Sydney CBD (Kent Street) and Parramatta.