Home Care Enquiry Support Specialist

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

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.