Customer Engagement Specialist

YNA Your Nursing Agency; Adelaide; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Training and development

Employee Assistance Program (EAP)

Competitive remuneration

Job summary

YNA Your Nursing Agency is seeking a proactive Customer Engagement Specialist to join our Adelaide team, based in Fullarton, SA. You will be the primary contact for prospective clients and families, guiding them through the aged care journey with a warm, professional approach.

You will manage enquiries, coordinate appointments, and support onboarding, working closely with Care Partners to ensure timely engagement and positive client experiences.

Qualifications

• Experience in the aged care sector with an understanding of the Australian aged care system.
• Strong customer service skills and ability to build relationships with clients and stakeholders.
• Proven administrative experience with attention to detail and organisational skills.

Responsibilities

• Handle incoming enquiries and referrals with timely, compassionate service.
• Manage leads and referrals through the Aged Care portal with accurate records.
• Coordinate appointments between clients and Care Partners, including diary management.
• Make inbound/outbound calls to clients, families, and external providers.
• Maintain prospective client waitlists and ensure regular communication.
• Collaborate with Care Partners to support onboarding and client growth.
• Coordinate communications, newsletters, events, and focus groups.
• Perform general admin duties: data entry, correspondence, and reporting.

Skills

Customer engagement

Administrative skills

Diary management

Communication skills

Organisational skills

Proactive mindset

Tools

Microsoft 365

Aged Care portal

Job description

About Us

YNA, in partnership with Alpha Support at Home (ASAH), delivers high-quality aged care and community services across Australia. Together, we are committed to supporting older Australians to live independently, safely and with dignity through person-centred care.

About the Role

We are seeking a proactive and customer-focused Customer Engagement Specialist to join our team based in Fullarton, South Australia.

As a key point of contact for prospective clients and their families, you will play an important role in supporting customer engagement, managing new enquiries and facilitating a positive experience throughout the aged care journey.

Working closely with our Care Partners and wider team, you will coordinate appointments, manage prospective client relationships and support the timely onboarding of new Support at Home clients.

This is a varied, hands-on role suited to someone who thrives in a fast-paced environment, enjoys building relationships and has strong administrative and organisational skills.

Key Responsibilities

• Manage incoming enquiries and referrals, providing timely, professional and compassionate customer service.
• Manage leads and referral information through the Aged Care portal, ensuring accurate and up-to-date records.
• Coordinate appointments between prospective clients and Care Partners, including diary management and scheduling.
• Undertake inbound and outbound calls with clients, families, representatives and external providers.
• Maintain and actively manage prospective client waitlists, ensuring regular communication and ongoing engagement.
• Work collaboratively with Care Partners and the wider team to support efficient client onboarding and customer growth.
• Coordinate customer communications, including newsletters, consumer events and focus groups.
• Undertake general administrative duties, including data entry, correspondence, document management and reporting.
• Contribute to a positive customer experience and support the ongoing growth of YNA's aged care services.

About You

To be successful in this role, you will demonstrate:

• Previous experience in the aged care sector, with a sound understanding of the Australian aged care system.
• Strong customer service skills and the ability to build positive relationships with clients, families and stakeholders.
• Demonstrated administrative experience, with excellent attention to detail and organisational skills.
• Excellent verbal and written communication skills, including a professional and compassionate telephone manner.
• Confidence using Microsoft 365 and the ability to quickly learn new systems and processes.
• A proactive, self-motivated approach, with the ability to manage competing priorities and work autonomously.
• Strong problem-solving skills and a commitment to delivering a positive customer experience.

Highly regarded:

• Experience coordinating appointments, managing diaries or organising events.
• Previous experience working with aged care referral systems and client management platforms.
• Experience within the NDIS or community services sector.

Why Join YNA?

• Competitive remuneration.
• Supportive and collaborative team environment.
• Comprehensive training and ongoing professional development.
• Access to our Employee Assistance Program (EAP).
• Opportunity to contribute to the growth of our aged care services.
• Rewarding work supporting older Australians and their families.

YNA is committed to building a diverse and inclusive workforce and strongly encourages applications from Aboriginal and Torres Strait Islander peoples.