Customer Centre Advisor – Aged Care

About the role

Benetas helps older Victorians and their families navigate aged care services. As a Customer Centre Advisor you will be the first point of contact for older people, their families and support networks exploring aged care options, giving clear, accurate and compassionate guidance on Residential Aged Care and Home Care services. The role reports to the Customer Centre Team Leader.

Key responsibilities

• Respond to enquiries across phone, email and online channels
• Help customers understand their options and connect them with the right services
• Support a smooth experience from initial enquiry through to admission or service commencement
• Maintain accurate customer information and coordinate follow-up activities
• Contribute ideas to continuously improve the customer experience

Required profile

• Previous experience in customer service, administration, a contact centre or a similar service environment
• Strong written and verbal communication skills, able to explain information clearly and sensitively
• Natural ability to build rapport with people from a wide range of backgrounds
• Organisation, attention to detail and ability to manage competing priorities
• Understanding of, or willingness to learn about, aged care services, funding arrangements, customer rights and privacy requirements

Required skills

• Confidence using digital systems and maintaining accurate customer records
• Collaborative approach and willingness to learn new systems and processes
• Experience with Genesys Cloud or a similar contact centre platform, CRM systems or aged care, health, disability or community services is highly regarded

What we offer

• Permanent full-time role, Monday to Friday, 9 am-5 pm
• Not-for-profit salary packaging to reduce tax and increase take-home pay
• Professional development and career growth opportunities
• A safe, respectful and supportive environment with accessible leadership

Applications close Friday, 23 October 2026; interviews may start before then. Appointment is subject to pre-employment checks, including verification of Australian working rights and worker screening.