Customer Care Officer

at  Catholic Healthcare

Discover a career where care goes both ways!

• Leading Not for profit Aged Care provider
• Increase your take home pay with not for profit salary packaging
• Permanent Full-time
• Hybrid role - office located in Hunters Hill
• Flexible start and finish times - Customer Care Centre operates 7am to 5.30pm Monday to Friday (optional weekend shifts available)

Exciting things are happening at Catholic Healthcare! We are celebrating 30 years of providing care and we now have 5000+ employees working with us. Our Mission is to promote the dignity, life and spirituality of older people through connected and inclusive communities.
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 Catholic Healthcare and are 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.

• Experience in Aged Care Services or similar
• An enthusiastic “Can Do” attitude
• Ability to identify issues, assist in solving them and adapt to changing circumstances
• Strong planning and organising skills with a high attention to detail
• Enjoy finding solutions to complex customer enquiries
• A passion to deliver a quality customer experience
• Extensive administration skills such as data entry & documentation, handling incidents & complaints, email & phone management
• Exceptional verbal and active listening skills
• An empathetic approach with the ability to make complexity simple
• An excellent telephone manner and ability to build rapport
• Competent computer literacy with PC based applications (Word, Excel, Email, Internet, database)
• Ability to work autonomously, as part of a busy dedicated team