Care Assessment Officer – Aged Care Program

About the role

Symbos is recruiting Care Assessment Officers for its Aged Care program. You will talk with Australian customers who have already made an enquiry or asked for a callback about aged care options. These are warm leads, so your role is to build trust, understand their situation and qualify them for the specialist team.

Key responsibilities

• Contact Australian customers who have enquired or requested a callback about aged care options
• Build rapport quickly, listen carefully and ask thoughtful questions to understand their circumstances and the type of care they may be looking for
• Gather information about their care requirements, location, budget and where they are in their aged care journey
• Explain the Aged Care Decisions service clearly and answer questions
• Assess whether the customer meets qualification requirements and progress suitable customers to the specialist team
• Record customer information and call outcomes accurately and stick to the schedule

Required profile

• Experience in a sales, customer service or solutioning role
• Availability during the Christmas and New Year period, as customers need support all year round

Required skills

• Strong listening skills and curiosity about people
• Ability to lead a conversation with empathy and patience
• A consultative approach focused on understanding needs rather than high-pressure selling
• Reliability and commitment to rostered hours

What we offer

• Free transport by bus to and from work, organised around key shift times
• Monthly and annual perfect attendance bonuses
• Performance incentives for meeting KPIs and goals, plus monthly and annual recognition awards
• Service awards at key milestones
• Additional annual leave for long-serving team members

Applications go through an interactive skills assessment via Vervoe, which can be done at home with a laptop or at the office. Symbos welcomes applicants with a broad range of backgrounds and makes hiring decisions based on skills and potential.