Job no: 497138
Work type: Full Time Fixed Term Contract
Location: Perth CBD, Inner & Western Suburbs
Categories: Professional Role

SKILLS, KNOWLEDGE & ABILITIES

To excel in this role, you’ll need:

• Strong verbal, written, and interpersonal communication skills.
• The ability to remain calm and supportive when managing emotional or distressed customers and support workers.
• Demonstrated problem-solving abilities, with the capacity to find innovative solutions within established guidelines.
• Experience with Customer Service Database Management (e.g., ComCare, eCase).
• Sensitivity to issues of confidentiality, cultural diversity, and client needs.
• A proactive and professional attitude, with excellent time management and organisational skills.

ESSENTIAL REQUIREMENTS

• Previous experience as a Community Support Worker.
• National Police Clearance Certificate (no older than 6 months).
• Proof of current influenza and COVID-19 vaccinations, as per Amana Living policies.
• Completion of a pre-employment medical

ABOUT THE ROLE

As an Enquiry Line Support Officer, you will play a vital role in supporting our scheduling team by handling a variety of calls on our Home Care Enquiry Line. You’ll assist Community Support Workers (CSWs) with client issues, scheduling changes, procedural matters, and system-related questions. This role also includes providing an after-hours service from 6.00am to 8.30am. Your exceptional communication skills and positive attitude will ensure every interaction is a positive experience for our clients and CSWs. This is a fixed term full time role for 6 months. Monday to Friday 0730-1530

KEY RESPONSIBILITIES

• Exceptional Communication: Answer calls on the Enquiry Line with a positive attitude, providing guidance, support, and exceptional customer service.
• Problem-Solving: Assist with troubleshooting ComCare issues, escalating as necessary through appropriate channels.
• Incident Management: Escalate and document incidents using Riskman and ensure client communication is recorded in the CRM.
• Scheduling Support: Monitor SharePoint queues for changes, cancellations, and leave requests, ensuring timely action and communication with relevant teams.
• Project Work: Collaborate on projects and data management tasks to support the scheduling team.

To excel in this role, you’ll need:

• Strong verbal, written, and interpersonal communication skills.
• The ability to remain calm and supportive when managing emotional or distressed customers and support workers.
• Demonstrated problem-solving abilities, with the capacity to find innovative solutions within established guidelines.
• Experience with Customer Service Database Management (e.g., ComCare, eCase).
• Sensitivity to issues of confidentiality, cultural diversity, and client needs.
• A proactive and professional attitude, with excellent time management and organisational skills