SKILLS & EXPERIENCE

• Previous customer service experience within a contact centre or call centre
• Relationships focused with strong interpersonal skills
• Ability to handle a high volume of queries including complaints
• Strong verbal communication to support our aged care clients over the phone
• High level written communication and computer literacy for responding to email enquiries, data entry and remediation
• Experience within aged care or community services will be highly regarded
  Successful candidates will be required to clear probity checks including a National Criminal History Record Check.

ABOUT THE ROLE

As the first point of contact for all calls and emails received by Life Without Barriers current and potential aged care clients, you will be responsible for responding in a professional, efficient and timely manner, resolving queries or escalating and triaging calls as appropriate.
The successful candidate will have previous experience within a contact centre or call centre, strong verbal communication and customer service skills, experience in effectively handling a high volume of queries and a passion for putting these skills towards supporting elderly Australian’s.
This is a permanent full time position that can be based anywhere within our national footprint with flexible hybrid work from home arrangements. Our Client Engagement line is open between 8am to 6pm (AEST) however there may be a need to work between the hours of 6:30am to 6pm (AEST) on a rotating basis.

KEY RESPONSIBILITIES

• Respond to incoming client calls and emails professionally and efficiently
• Escalate or triage calls to the relevant person as appropriate
• Log all calls and queries for record keeping and analysis purposes
• Receive client referral requests and ensure necessary documentation is completed
• Assist with completion of program specific documentation for service delivery and allocation
• Ensure client database in up to date with information received
• Provide administrative support to the team as required