Customer Service Support - IHC

BaptistCare NSW & ACT; Geelong; On-site; AUD 45,000 - 61,000; Full time

Benefits offered by this job

Salary packaging

Novated leasing

Confidential counselling and support

Job summary

BaptistCare NSW & ACT is seeking a Customer Service Support for our Home Care Package services in Norlane Hub. You will handle high-volume phone-based customer interactions, manage schedules, budgets, and invoicing, and support care plan administration.

The ideal candidate has at least 2 years in a similar role, experience in aged care is valued, and Office Admin qualifications or equivalent experience are preferred. Salary packaging and novated leasing are available.

Qualifications

• Minimum of 2 years’ experience in a similar, phone-based role with high volume of incoming calls and problem solving.
• Experience in Aged Care sector will be highly regarded.
• Qualification in Office Admin /Support or qualified by relevant experience.

Responsibilities

• Provide internal and external customer service via telephone to our Home Care Package customers & private fee-for-service customers.
• Liaise with Baptistcare customers daily to provide admin support for customer care plans.
• Daily administration: updating customer notes + budgets, updating schedules, processing invoices.
• Month-end reports.

Skills

Phone-based support

High volume calls

Problem solving

Aged Care exposure

Education

Office Admin / Support qualification

Job description

Norlane Hub |Permanent | Full Time | $38.56/hour ($76209 p.a.) + up to $18,550 Salary Packaging

About the role

Our Customer Service Support (CSS) staff are the first point of contact (via the phone) for Baptistcare’s Home Care Package services. The Customer Service Support staff carry out a range of customer account administration tasks: managing service schedules + budgets, coordination of services for clients and invoices.

To summarise in short…

• Provide internal and external customer service via telephone to our: Home Care Package customers & ‘private fee-for-service customers’
• Liaise with Baptistcare customers daily to provide admin support for customer ‘care plans’
• Daily administration: updating customer notes + budgets, updating schedules, processing invoices
• Month-end reports

About you

To be successful in this role, you will need the following:

• Minimum of 2 years’ experience in a similar, phone-based role with high volume of incoming calls and experience in problem solving
• Experience in Aged Care sector will be highly regarded
• Qualification in Office Admin /Support or qualified by relevant experience

For You

Baptistcare is focused on living our values, not just talking about them. You’ll find the culture at Baptistcare is one of genuine respect, support, and positive intention. We work hard to achieve results through change, continuous improvement, and ongoing focus on providing the best service delivery to our stakeholders.

Further, the successful candidate will receive:

• A competitive salary, plus access to the tax benefits of salary packaging and novated leasing.
• Access to confidential counselling and support services.
• Be part of an organisation and a team that is driven to make a difference to the lives of our vulnerable community members.

About Baptistcare

BaptistCare is a leading purpose-led care organisation, guided by our Christian identity and serving people and communities across Australia for more than 110 years. We support people to live better through aged care, home care, retirement living, community services, disability support and housing.

We know that life’s challenges can make our world feel smaller. With the right people alongside us, it can feel more connected, supported and hopeful again.

That’s what we work towards every day - enriching lives through communities of care. Today, more than 70,000 customers, 12,000 employees and close to 2,000 volunteers are part of our communities across Australia.