Enquiry Line Support Officer (Hc) Fixed Term

Amana Living; Western Australia; On-site; AUD 60,000 - 75,000; Full time

Job summary

A leading aged care provider in Western Australia is looking for an Enquiry Line Support Officer to assist in managing calls related to Home Care services. This role involves supporting Community Support Workers by addressing client queries and providing scheduling assistance. The ideal candidate will possess strong communication skills and a professional demeanor, with prior experience in a customer service role. Competitive benefits and a commitment to diversity make this an attractive opportunity.

Benefits

Competitive rates

Salary packaging benefits up to $18,550

Ongoing training and development

Health and wellbeing programs

School holidays childcare assistance

Qualifications

• Experience in customer service and managing emotional or distressed customers.
• Proven ability to work proactively and professionally in a team environment.
• Sensitivity to issues of confidentiality and cultural diversity.

Responsibilities

• Provide exceptional customer service and support on the Enquiry Line.
• Assist with troubleshooting and documenting incidents in Riskman.
• Monitor scheduling requests and ensure timely communication.

Skills

Strong verbal communication skills

Problem-solving abilities

Interpersonal communication skills

Time 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. Community Support Workers encouraged to Apply. Please note this is a full time role fixed term contract.

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.
• National Police Clearance Certificate (no older than 6 months).
• Proof of current influenza and COVID‑19 vaccinations, as per Amana Living policies.
• Completion of a 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!