Customer Support - Aged Care

Australian Unity Limited; Melbourne; Híbrido; AUD 55 000 - 75 000; Tempo integral

Resumo da oferta

Australian Unity Limited in Melbourne is seeking a Health Concierge – Customer Support to be the first point of contact for customers on their aged care journey. You will handle a high volume of enquiries, provide empathetic, accurate and timely assistance, and help families, carers and customers navigate services with confidence.

This full-time, hybrid role (3 days in office, 2 from home after six months) is based in Clayton, VIC.

Qualificações

• Recent experience in a high-volume contact centre.
• Proven ability to manage complex customer enquiries end-to-end.
• Strong communication, active listening and rapport-building skills.
• Confident using CRM/call centre systems (Genesys, Salesforce, Lumary) – desirable.
• High attention to detail and strong time management skills.
• Experience in health, aged care or community services desirable but not essential.

Responsabilidades

• Handle high-volume inbound calls from customers, families and care workers.
• Resolve enquiries across services, scheduling, billing and care support with clear information.
• Deliver First Call Resolution wherever possible.
• Accurately document interactions using systems such as Genesys and Procura.
• Follow business rules for warm transfers, escalation pathways and note creation.
• Collaborate with internal teams to ensure timely customer resolution.
• Manage complex queries with empathy and professionalism.

Conhecimentos

Active listening

Empathy

Communication

Ferramentas

Genesys

Salesforce

Lumary

Descrição da oferta de emprego

At Australian Unity, we’re reimagining how health and care are delivered in our local communities. By working together differently, we help customers live healthier, more independent, and fulfilling lives, while staying connected to supportive communities.

As aHealth Concierge – Customer Support, you’ll be the first point of contact for our customers, providing empathetic, accurate and timely support across their aged care journey. You’ll manage a high volume of inbound enquiries, resolve issues efficiently, and build strong relationships that support positive customer outcomes.

This is a full-time role, offering hybrid flexibility (3 days in office, 2 from home) after successful completion of 6-months.

Office location will be Clayton, VIC.

Key Accountabilities

• Handle high-volume inbound calls from customers, families and care workers
• Resolve enquiries across services, scheduling, billing and care support by providing clear and accurate information
• Deliver First Call Resolution (FCR) wherever possible
• Accurately document interactions using systems such as Genesys and Procura
• Followbusiness rules for warm transfers, escalation pathways and accurate task/note creation
• Collaborate with internal teams to ensure timely customer resolution
• Manage complex queries with empathy and professionalism

What You’ll Bring

• Recent experience (within the last 12 months) in a high-volume contact centre
• Proven ability to manage complex customer enquiries end-to-end
• Strong communication, active listening and rapport-building skills
• Confident using CRM/call centre systems (e.g. Genesys, Salesforce, Lumary - desirable)
• High attention to detail and strong time management skills
• Experience in health, aged care or community services desirable but not essential

Australian Unity is an Equal Opportunity employer, and we encourage applications from all members of the community, including people of Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people. To view our Reconciliation Action Plan, please clickhttps://www.australianunity.com.au/about-us/reconciliation-action-plan