Customer Care Officer

Leading Not for profit Aged Care providerValues-based organisationHunters Hill locationWork a shift between 7am to 5.30pm Monday to FridayHybrid Work Set-up including Work from home after training is completedCatholic Healthcare promotes the dignity, life, and spirituality of older people through connected and inclusive communities across residential aged care, home and community services and retirement living across NSW and SE QLD. Our values of Courage, Compassion and Integrity sit at the core of everything we do.We are looking for a highly motivated Customer Care Officer to join our extremely busy Home & Community Services team based in Hunters Hill, NSW. The Customer Care Team are at the heart of the organisation and responsible for providing a superior customer experience to our clients.The Customer Care Officer is the first point of contact for our In-Home Service clients, and it is not a role for the faint hearted!  On any given day you will be taking calls from a busy queue, and simultaneously recording your interactions, for billing enquiries, transport requests, escalations for scheduling anomalies or additional services, client feedback, locating clients that are not home for a scheduled service, incidents, and complaint management. You will follow well defined and embedded processes and be comfortable thinking on your feet to account for individual variations.The position works as part of a large collaborative team to ensure clients are provided with accurate and timely responses. This is an exceptionally busy position that requires strong organisation, time management, communication, and problem-solving skills.To be successful in this role you will ideally have:Experience in Aged Care Services or similarAn enthusiastic "Can Do" attitudeAbility to identify issues, assist in solving them and adapt to changing circumstancesStrong planning and organising skills with a high attention to detailEnjoy finding solutions to complex customer enquiriesA passion to deliver a quality customer experienceExtensive administration skills such as data entry & documentation, handling incidents & complaints, email & phone managementExceptional verbal and active listening skillsAn empathetic approach with the ability to make complexity simpleAn excellent telephone manner and ability to build rapportComputer literacy with PC based applications (Word, Excel, Email, Internet, database)Procura and Orca experience will be highly regarded (but not essential)Ability to work autonomously, as part of a busy dedicated teamCovid Vaccination evidence Why you'll love working with us:Opportunity to work within a values-based organisation, with caring at the heart of everything we doSupportive and inclusive team environmentWe offer salary packaging to increase your take home payPotential for flexible working arrangements such as work from home daysOngoing support and career progression opportunitiesIf you are looking to make a positive impact, we'd love to hear from you. Apply onlinePlease note that pre-employment checks (including Police) will be completed for all preferred candidates before an Offer is made.