At Australian Unity, we’re reimagining how health and care are delivered in our local communities. By working together differently, we help customers live healthier, more independent, and fulfilling lives, while staying connected to supportive communities.
As aHealth Concierge – Customer Support, you’ll be the first point of contact for our customers, providing empathetic, accurate and timely support across their aged care journey. You’ll manage a high volume of inbound enquiries, resolve issues efficiently, and build strong relationships that support positive customer outcomes.
This is a full-time role, offering hybrid flexibility (3 days in office, 2 from home) after successful completion of 6-months.
Office location will be Clayton, VIC.
Key Accountabilities
- Handle high-volume inbound calls from customers, families and care workers
- Resolve enquiries across services, scheduling, billing and care support by providing clear and accurate information
- Deliver First Call Resolution (FCR) wherever possible
- Accurately document interactions using systems such as Genesys and Procura
- Followbusiness rules for warm transfers, escalation pathways and accurate task/note creation
- Collaborate with internal teams to ensure timely customer resolution
- Manage complex queries with empathy and professionalism
What You’ll Bring
- Recent experience (within the last 12 months) in a high-volume contact centre
- Proven ability to manage complex customer enquiries end-to-end
- Strong communication, active listening and rapport-building skills
- Confident using CRM/call centre systems (e.g. Genesys, Salesforce, Lumary - desirable)
- High attention to detail and strong time management skills
- Experience in health, aged care or community services desirable but not essential
Australian Unity is an Equal Opportunity employer, and we encourage applications from all members of the community, including people of Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people. To view our Reconciliation Action Plan, please clickhttps://www.australianunity.com.au/about-us/reconciliation-action-plan
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Customer Support - Aged Care in Melbourne employer: Australian Unity Limited
At Australian Unity, we pride ourselves on being an exceptional employer, particularly for the Care Team Leader role in Tweed Heads. Our commitment to employee wellbeing is reflected in our flexible work options, additional leave benefits, and a culture that champions personal and professional growth. With access to comprehensive training resources and a supportive team environment, you'll have the opportunity to make a meaningful impact while enjoying a rewarding career in aged care.
