Customer Enquiry & Contact Officer

Mercy Health; Richmond Shire; Hybrid; AUD 65,000 - 75,000; Full time

Job summary

Mercy Health in Hughesdale, VIC is seeking a Customer Enquiry Centre Officer on a full-time fixed-term 12-month contract. The role is 38 hours per week with hybrid work on offer.

You’ll be the first contact for prospective customers, advising on aged care funding and service options across Retirement Living, Home Care, and Residential Aged Care, while maintaining CRM records and guiding customers toward admission.

Qualifications

• Strong knowledge of the aged care continuum, including Retirement Living, Home Care and Residential Aged Care.
• Extensive understanding of aged care funding pathways, government programs, fees and customer contributions.
• Ability to communicate complex funding, eligibility and service information in a clear, simple and customer-friendly way.
• Proven ability to deliver a high-quality, responsive and empathetic customer experience.
• Skilled at building trust and meaningful relationships with customers, residents and families as they navigate important aged care decisions.
• Demonstrated commitment to achieving positive customer outcomes and maintaining high levels of customer satisfaction.
• A genuine passion for supporting older Australians and their families through every stage of their aged care journey.

Responsibilities

• Act as the first point of contact for prospective customers, guiding them through their aged care journey.
• Maintain accurate CRM records and facilitate handover of qualified opportunities to sales teams.
• Proactively nurture customers through the pipeline to support conversion outcomes.
• Ensure a seamless customer experience from enquiry to admission.

Skills

Customer service

Aged care knowledge

CRM knowledge

Communication

Relationship building

Tools

CRM software

Job description

Employment Type: Full time fixed term (12 months)

Hours: 38 per week

Location: 33-35 Warrigal Road, Hughesdale 3166 VIC with hybrid work on offer

Contact: Anastasia Xynos, Customer Enquiry & Systems Manager

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 when they need it most. Our people feel great pride in this, and they value the security and stability we offer. But it also means so much opportunity - to build on all that’s gone before, to grow your impact and gain experience that’s hard to find elsewhere.

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 at Mercy Health, and help our teams deliver even greater outc omes.

About the opportunity:

The Customer Enquiry Centre Officer acts as the first point of contact for prospective customers, qualifying enquiries, providing expert advice on aged care funding and service options across Retirement Living, Home Care and Residential Aged Care, and guiding customers through their decision-making journey. The role is responsible for maintaining accurate CRM records, facilitating the handover of qualified opportunities to sales teams, and proactively nurturing customers through the pipeline to support conversion outcomes and ensure a seamless customer experience from enquiry to admission.

What you’ll bring:

You are a passionate customer service professional who thrives on helping people navigate the aged care journey with confidence and clarity. You understand the complexities of the sector and are committed to ensuring customers are connected to the services and support that best meet their needs.

• Strong knowledge of the aged care continuum, including Retirement Living, Home Care and Residential Aged Care.
• Extensive understanding of aged care funding pathways, government programs, fees and customer contributions.
• Ability to communicate complex funding, eligibility and service information in a clear, simple and customer-friendly way.
• Proven ability to deliver a high-quality, responsive and empathetic customer experience.
• Skilled at building trust and meaningful relationships with customers, residents and families as they navigate important aged care decisions.
• Demonstrated commitment to achieving positive customer outcomes and maintaining high levels of customer satisfaction.
• A genuine passion for supporting older Australians and their families through every stage of their aged care journey.

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

• A current Police Record Check.

Ready to help us shape the future of healthcare?

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

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.