Customer Service Officer - Home Care Help Desk

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! 

THE ROLE

This roles is to support current Support at Home and CHSP clients in accessing and receiving their services in an effective way according to their cultural preferences, so providing a key point of contact in care services in way that suits their prefrerences, needs and wellbeing.

This role is offered on a Casual basis 

Key responsibilities

• Maintaining excellent customer service.
• Allowing clients an opportunity to provide feedback on their care services.
• Book ad hoc or additional care services requested by clients
• Resolving or escalating customer complaints/concerns in a timely manner.
• Triaging calls to respective departments or service managers
• Uploading client notes into systems for documentation for care managers.
• Conduct yourself in a professional manner at all times, ensuring a workplace free from discrimination and harassment.
• Resolving or escalating customer complaints/concerns in a timely manner. 
• Cover other roles in Customer Service, as directed by the CS Team Leader.
• To take responsibility for a safe working environment in order to prevent injury to self, fellow staff members and others.
• Comply with Amana Living Policies and Procedures as set out in Amana Living Policy Manuals and the Charter of Residents’ Rights and Responsibilities.
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Competencies & Behaviours

• Effective time management and problem-solving skills
• Sensitivity to issues of confidentiality, gender, cultural diversity, disability and age in dealing with a wide variety of client groups
• Effective planning and organising skills
• Well-developed written and verbal communication skills
• Able to manage emotional or distressed customers in a supportive manner

Essential Criteria

• Demonstrated customer service experience
• Knowledge of the Aged Care industry and/or Home Care Common Standards (desirable)
• Successful sales experience would be advantageous (desirable)
• Ability to obtain a National Police Clearance (within 6-months validity)
• Successful completion of pre-employment health form and reference checks
• Evidence current Flu vaccination

HOW TO APPLY

If you are interested in this role and meet the essential criteria, please click the "apply now" button. Amana Living reserves the right to close this position prior to the closing date. Shortlisting and interviews will commence immediately.