Enquiry Line Support Officer

Amana Living; Perth; On-site; AUD 55,000 - 70,000; 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 support our scheduling team for Home Care Enquiry Line activities. You will assist Community Support Workers with client issues, scheduling changes, and system questions, including an after-hours service from 6.00am to 8.30am.

The role involves escalating incidents, documenting in Riskman and the CRM, monitoring SharePoint queues, and supporting data management and project work to sustain efficient scheduling.

Qualifications

• Strong verbal, written, and interpersonal communication skills.
• Ability to stay calm and supportive when handling distressed customers and support workers.
• Experience with Customer Service Database Management (e.g., ComCare, eCase).

Responsibilities

• Answer calls on the Enquiry Line with a positive attitude, providing guidance and exceptional customer service.
• Troubleshoot ComCare issues and escalate as needed.
• Escalate and document incidents using Riskman and ensure client communication is recorded in the CRM.
• Monitor SharePoint queues for changes, cancellations, and leave requests; communicate with relevant teams.
• Collaborate on projects and data management tasks to support scheduling.

Skills

Exceptional communication

Verbal and written communication

Interpersonal skills

Calm under pressure

Customer relationship management

Tools

ComCare

eCase

Job description

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.

• 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.

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.

• 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.

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.

Essential Requirements

• 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.

Our Benefits

• Competitive rates
• Salary packaging benefits up to $18,550
• School holidays childcare assistance
• 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!