Enquiries Coordinator - Home Care

Care Connect; Geehi; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Permanent role

Flexible hours

Salary packaging benefits

Employee Assistance Program

Health insurance discounts

Job summary

Care Connect is a leading not-for-profit home care provider across Australia, seeking an Enquiries Coordinator to be the first point of contact for clients, families and referral partners. You will respond to enquiries by phone, email, web and mail, redirect to the right team, and follow up with new clients to ensure a positive experience.

You will work with a supportive team, focusing on professional, empathetic service, accurate data entry and meeting SLAs while maintaining client

Qualifications

• Experience in a high-volume inbound and outbound call environment.
• Exceptional customer service and call management skills.
• Strong communication skills, both written and verbal.

Responsibilities

• Manage incoming enquiries via phone, email, web and mail.
• Assess and direct enquiries to the appropriate team or individual.
• Provide a professional and welcoming first point of contact.
• Conduct follow-up calls with new clients to gather feedback on their experience.
• Accurately record information and update client systems.
• Identify and appropriately manage or escape client concerns.
• Meet service level agreements and operational KPIs.
• Maintain high standards of customer service, confidentiality and privacy.
• Work collaboratively with internal teams to ensure smooth client journeys.

Skills

High-volume calls

Customer service

Communication skills

Data entry

Empathy

Organised

Education

Year 12

Customer Service qualification

Business Administration qualification

Tools

Microsoft Office

CRM systems

Job description

At Care Connect, we're proud to be one of Australia's leading not-for-profit home care specialists. Since 1994, we've been helping people live independently, confidently and happily at home. We support clients across Victoria, New South Wales and Queensland through personalised care and trusted partnerships that make life easier.

We're seeking a customer-focused Enquiries Coordinator to join our team and play a vital role in creating positive first impressions for clients, families, carers and referral partners.

If you're passionate about helping people, enjoy speaking with a variety of stakeholders and thrive in a fast-paced customer service environment, we'd love to hear from you.

About the role

Reporting to the Team Leader, you will be the first point of contact for people connecting with Care Connect via phone, email, web enquiries and mail.

You will be responsible for responding to and redirecting enquiries to the appropriate person or team, ensuring every interaction is handled professionally, efficiently and with genuine care. You'll also conduct follow-up calls with new clients to gather feedback and support a positive client experience.

This role is perfect for someone who enjoys talking to people, building rapport quickly and making a meaningful difference through exceptional customer service.

Key responsibilities

• Manage incoming enquiries via phone, email, web and mail.
• Assess and direct enquiries to the appropriate team or individual.
• Provide a professional and welcoming first point of contact.
• Conduct follow-up calls with new clients to gather feedback on their experience.
• Accurately record information and update client systems.
• Identify and appropriately manage or escape client concerns.
• Meet service level agreements and operational KPIs.
• Maintain high standards of customer service, confidentiality and privacy.
• Work collaboratively with internal teams to ensure smooth client journeys.

Why join Care Connect?

Care Connect is one of Australia's leading not-for-profit home care specialists, supporting people to live happily at home for life. Since 1994, we've partnered with tens of thousands of Australians, delivering personalised supports that enable confidence, connection and purpose.

Our work is guided by our CARE values – Collaboration & Courage, Authenticity, Respect and Excellence – and a genuine commitment to putting clients first.

We offer:

• A permanent opportunity with a trusted not-for-profit organisation.
• Flexible working arrangements within core business hours.
• Competitive salary with NFP salary packaging benefits.
• A supportive, collaborative team environment.
• Ongoing learning and development opportunities.
• Employee Assistance Program.
• Discounted health insurance and wellbeing benefits, including Fitness Passport.
• The opportunity to make a meaningful difference in the lives of older Australians.

About you

You’ll be a positive, empathetic and highly organised customer service professional with a passion for helping people. You have excellent communication skills, enjoy working in a busy environment and can confidently manage multiple priorities while maintaining a high level of accuracy.

You’ll bring a client-first mindset, strong attention to detail and the ability to build trust and rapport with a diverse range of people.

To be successful you will have:

• Experience in a high-volume inbound and outbound call environment.
• Exceptional customer service and call management skills.
• Strong communication skills, both written and verbal.
• Excellent planning, organisational and time management skills.
• Accurate and efficient data entry skills.Possession of ability to manage sensitive conversations with professionalism and empathy.
• Experience meeting service level agreements and performance targets.
• Strong computer skills, including Microsoft Office and client management systems.
• An understanding of aged care, community services or health care environments will be highly regarded.

Qualifications

• Successful completion of Year 12 or equivalent.
• Qualifications in Customer Service, Business Administration or a related field will be highly regarded.

Employment requirements

Successful candidates will be required to provide:

• Current Police Check
• Working with Children Check
• Evidence of the right to work in Australia

As part of our recruitment process, candidates will be required to complete psychometric assessments.

If you're passionate about delivering outstanding customer service and helping people access the support they need, we'd love to hear from you.

We understand the benefits that a diverse workforce brings to our diverse community of clients. Care Connect is an inclusive, Equal Opportunity employer. We encourage applications from all members of the community including First Nations peoples, people from culturally and linguistically diverse backgrounds, LGBTQIA+ people, mature-aged workers and people living with disability.

We will not consider unsolicited resumes from recruitment agencies – thank you.