Residential Services Officer

Posted 05 May 2022
Job type Full time
DisciplineCase Manager

Job description

Our client a leading provider of residential aged and community care, and retirement living. They are looking for exceptional Residential Services Officer within their contact centre located in Caboolture.
As a Residential Services Officer, you will be the first point of contact for new and existing customers in providing general information and to assist customers with an understanding of suitable care options and/ or supporting the admissions process. Working within a multi-channel customer service centre environment you will ensure a highly efficient and consistent standard of service throughout the customer’s journey.
Key Responsibilities and Duties:
  • Determine customer needs and assist customers to understand suitable care options (and/or alternate options where required), supported by the use of policies and processes.
  • Interpret and provide potentially complex information to customers including eligibility, funding, and entitlements.
  • Perform customer transfer and/or referral as defined or where specialist knowledge is required.
  • Undertake outbound contact management including customer follow-ups.
  • Maintain up to date product knowledge of all services delivered by the customer service centre.
About you:
You will provide a high level of customer service and ensure quality, satisfaction, and confidence in the delivery of information; you will have the ability to determine needs and maintain effective verbal communication and problem solving skills, at times working with clients in complex and emotive situations.
In addition, you will have:
  • The ability to identify suitable options and provide information to customers.
  • Experience in interpreting complex information and explaining to customers in easy-to-understand terms.
  • Sound computer skills (Microsoft Office) as well as the ability to learn new systems.
  • The ability to multi-task in a fast-paced environment.
  • Proven ability to work as a part of a team and independently to achieve KPI’s.
  • Previous experience in a customer service centre environment, within the aged care, health care and/or community sector will be highly regarded.
This is a permanent, full time position based in Caboolture commencing 30th June 2022.
If you are seeking to join one of Australia's leading providers of retirement living, and residential aged and community care, then don’t delay - please click APPLY to submit your application now!

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

Note: You may be required to provide evidence of your COVID-19 vaccination status.