Customer Service Operator

RSL Care RDNS Limited; Melbourne; Hybrid; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Salary packaging

Private health insurance

Gym discounts

Employee Assistance Program

Job summary

Bolton Clarke is seeking a Customer Service Operator to be the first point of contact for customer enquiries and referrals. You will deliver exceptional service in a fast-paced contact centre, helping older Australians and their families access support.

The role requires experience in a call centre, strong communication, and the ability to work across multiple systems. This hybrid position is based at Forest Hill with work-from-home flexibility after six months, subject to performance.

Qualifications

• Experience in a call centre or customer service environment.
• Knowledge of aged care, healthcare or community services is highly regarded.
• Strong Microsoft Office skills and ability to navigate multiple systems.
• Attention to detail and clear information transfer in professional settings.
• Ability to work effectively in a team and provide high levels of service.

Responsibilities

• Handle incoming and outgoing customer enquiries and client referrals.
• Assess the nature of calls and determine the appropriate response, including transfers and escalations.
• Accurately record customer information and interactions in internal systems.
• Manage a high volume of diverse customer interactions with service excellence.
• Maintain knowledge of Bolton Clarke services, funding programs, and fee schedules.

Skills

Customer service

Aged care knowledge

Microsoft Office

Attention to detail

Teamwork

Verbal communication

Tools

CRM systems

Multiple systems navigation

Job description

Bolton Clarke Group one of Australia’s largest independent, not-for-profit providers of home care, retirement living and residential aged care, operating nationally and internationally. Bolton Clarke Residential group now has 87 Aged Care Homes across QLD, NSW, VIC, SA & WA, with the inclusion of the Allity, McKenzie & Acacia Living Group.

About the Role

As a Customer Service Operator, you'll be the first point of contact for customer enquiries and client referrals, providing exceptional service in a fast-paced contact centre environment. You'll play an important role in helping older Australians and their families access the support they need, while delivering positive experiences with every interaction.

Your responsibilities will include:

• Handle incoming and outgoing customer enquiries and client referrals
• Assess the nature of calls and determine the most appropriate response, including transfers and escalations when required
• Accurately record customer information and interactions within internal systems
• Manage a high volume of diverse customer interactions while maintaining service excellence
• Maintain current knowledge of Bolton Clarke services, funding programs, and fee schedules
• Deliver a consistently high standard of customer service across all communications

Key Details

• Start Date: Monday, 7 December 2026
• Roster: Rotating roster Monday to Sunday, between 6:30am and 10:00pm (approximately 1-2 weekend shifts per month)
• Training & Orientation: Comprehensive 4-week structured training program to set you up for success
• Hybrid Working: Based at our Forest Hill office, with work from home flexibility available after 6 months, subject to performance standards being met

To be successful, you will have:

• Previous experience in a call centre or customer service environment
• Aged care, healthcare or community services knowledge (highly regarded)
• Proven ability to work well in busy environments while providing a high level of customer service
• Strong Microsoft Office skills and confidence navigating multiple systems
• Proven ability in a professional environment to have attention to detail and to pass on information with clarity andaccuracy
• Ability to work effectively in a team environment
• Outstanding verbal communication skills and a professional phone manner

About this location

A new opportunity is now available to join Bolton Clarke, Home & Community Support team.

Why Work For Bolton Clarke

• Excellent work/life balance with shifts that suit your personal needs
• A caring team environment with strong clinical and allied health support
• Career progression and development opportunities
• Generous salary packaging and not-for-profit tax benefits – claim up to $18,550 tax free
• Private health insurance and gym discounts
• An Employee Assistance Program for staff and family

Our commitment to diversity

At Bolton Clarke we expect our staff to respect and value differences in age, disability, race, nationality, ethnicity, sexual orientation, gender identity, intersex status and family or marital status. Appointment to this position and ongoing employment is subject to your commitment to supporting diversity and inclusion.