Enquiry Line Support Officer

Amana Living; Perth; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive rates

Salary packaging up to $18,550

Health and wellbeing programs

Ongoing training and development

Employee Assistance Program

Job summary

Amana Living is seeking an Enquiry Line Support Officer to assist the scheduling team by handling calls on our Home Care Enquiry Line and helping Community Support Workers with client issues, scheduling changes, and procedural matters. The role includes an after-hours service from 6.00am to 8.30am and is a Full Time position offering 76 hours per fortnight.

The successful candidate will have strong communication skills, experience with CRM systems such as ComCare, and a professional approach to

Qualifications

• Strong verbal, written and interpersonal communication skills.
• Calm, supportive approach when assisting distressed clients and CSWs.
• Experience with ComCare or similar CRM systems.

Responsibilities

• Answer calls on the Enquiry Line with guidance and customer service.
• Troubleshoot ComCare issues and escalate when needed.
• Escalate incidents using Riskman and log in CRM.
• Monitor SharePoint queues for changes, cancellations and leave requests, ensuring timely action.
• Collaborate on projects and data management tasks to support scheduling.

Skills

Communication

Problem-solving

Customer service

ComCare

Confidentiality

Time management

Organisational skills

Empathy

Tools

CRM systems

Job description

Job no: 497867
Work type: Full time
Location: Perth CBD, Inner & Western Suburbs
Categories: Home Care Professional

About the Role

As an Enquiry Line Support Officer, you will play a vital role in supporting our scheduling team by handling a variety of calls on our Home Care Enquiry Line. You'll assist Community Support Workers (CSWs) with client issues, scheduling changes, procedural matters, and system-related questions. This role also includes providing an after-hours service from 6.00am to 8.30am. Your exceptional communication skills and positive attitude will ensure every interaction is a positive experience for our clients and CSWs. This is a Full Time role offering 76 hours per fortnight.

Key Responsibilities

• Exceptional Communication: Answer calls on the Enquiry Line with a positive attitude, providing guidance, support, and exceptional customer service.
• Problem-Solving: Assist with troubleshooting ComCare issues, escalating as necessary through appropriate channels.
• Incident Management: Escalate and document incidents using Riskman and ensure client communication is recorded in the CRM.
• Scheduling Support: Monitor SharePoint queues for changes, cancellations, and leave requests, ensuring timely action and communication with relevant teams.
• Project Work: Collaborate on projects and data management tasks to support the scheduling team.

Skills, Knowledge & Abilities

To excel in this role, you'll need:

• Strong verbal, written, and interpersonal communication skills.
• The ability to remain calm and supportive when managing emotional or distressed customers and support workers.
• Demonstrated problem-solving abilities, with the capacity to find innovative solutions within established guidelines.
• Experience with Customer Service Database Management (e.g., ComCare, eCase).
• Sensitivity to issues of confidentiality, cultural diversity, and client needs.
• A proactive and professional attitude, with excellent time management and organisational skills.
• Previous experience as a Community Support Worker, desirable
• National Police Clearance Certificate (no older than 6 months).
• Proof of current influenza vaccinations, as per Amana Living policies.
• Ability to pass pre employment medical

Why Choose Amana Living?

Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care homes, transition care programs, retirement living villages, home care, day care, respite, and dementia specific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

Our vision is a community where every older person is honoured and valued. Our mission is together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our values are compassion, collaboration, curiosity, inclusion and trust. Amana Living is proud to lead in reforms that benefit our workforce, caring for those who care for a career.

• Competitive rates
• Salary packaging benefits up to $18,550
• Health and wellbeing programs and more!
• Ongoing training and development to keep your skills growing
• Access to our Employee Assistance Program

At Amana Living, we value diversity and welcome applicants from all backgrounds, including those who identify as living with disability, are Aboriginal or Torres Strait Islander, or members of the LGBTIQA+ community. Join us in making a difference!

Advertised: 03 Aug 2026 W. Australia Standard Time

Applications close: Open until filled

Position Description