Customer Care Specialist – Home and Community Services

About the role

The Customer Care Specialist is the first point of contact for clients, community workers, families and internal stakeholders within the Home & Community team. You will deliver exceptional service, support quality care and help coordinate service delivery for older people.

Key responsibilities

• Respond to enquiries via phone, email and digital channels, providing first‑contact resolution and escalating when needed.
• Support rostering, care‑plan queries, welfare checks and service‑coordination requests.
• Assist with incident management, login issues and service‑delivery support.
• Document all interactions accurately and maintain client records in compliance with Aged Care Quality Standards and organisational policies.

Required profile

• Customer service or contact‑centre experience, preferably in a high‑volume environment.
• Strong written and verbal communication skills and the ability to multitask while typing and navigating multiple systems.
• Positive attitude, resilience and willingness to learn.
• Willingness to apply for a Police Check.

Required skills

• High level of computer literacy, including Microsoft Office 365.
• Experience with Genesys, CRM or workforce‑management systems (advantageous).

What we offer

• Competitive salary of $42 per hour plus superannuation.
• Not‑for‑profit tax benefits, fitness passport discounts, paid parental and family leave, and long‑service leave after 5 years.
• Values‑based organisation welcoming applicants of all faiths and backgrounds.