Client Services Coordinator

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A great opportunity exists for an individual with impeccable customer service and sales skills to join Salvation Army Aged Care in the role of Client Services Coordinator.

• Permanent role
• Flexible work arrangement; full time or part time (4 days - Mon, Wed & Fri -a must, choose Tue or Thu) to suit your lifestyle, also ability to work from home
• Join one of the most loved charities in Australia, Represent a world class organisation
• Competitive remuneration and great range of staff benefits, including tax saving benefits from not-for-profit salary packaging
• Be part of a close-knit, energetic, and collaborative Client Services Team

ABOUT THE ROLE

Working as part of our Customer Services team, you will be the first point of contact for all customer enquiries about our aged care services – residential aged care facilities, retirement villages, and home care services. You will have sound knowledge of the residential aged care admission process and you will be able to explain the related fees and charges.

This role may be full time with a hybrid working environment to suit your lifestyle, you will be provided with all the necessary tools to be able to work from our head office in Redfern as well as remotely from home.

You will report to a very supportive Client Services Manager, and you will collaborate closely with and be supported by other members of the Client Services team, and out internal residential and home care teams.

A snapshot of your day:

• Answer telephone enquiries via Genesys phone system and provide all required information about aged care services
• Answer email, website and online enquiries and provide all required information about the centre or service
• Qualify enquiries and escalate appropriately as per agreed internal process
• Monitor referrals in My Aged Care portal from enquiry through to completion
• Provide information regarding fees and charges for entry to service
• Provide information on My Aged Care assessment as may be required
• Contact referral pathways to encourage enquiries for centre or service
• Organise tours and conduct follow up including enquiry packs, admission packs and follow up after entry to any service or centre ensuring a satisfactory customer journey
• Maintain enquiry trackers across all centres and services
• Maintain master referral pathways across all centres and services
• Assist with management of residential agreements (contracts), and admission and fees related Centres’ enquiries as required
• Ad hoc tasks relating to occupancy and sales as may be required.

ABOUT YOU

We are looking for someone with great customer service skills, sales, and relationship building skills as it will by you assisting with converting enquiries, referrals and leads into sales of aged care services. You are a "go getter", fast learner, motivated to exceed expectations and with:

• An understanding, empathy, appreciation and the ability to promote the values and ethos of The Salvation Army
• Excellent verbal and written communication skills, including an outstanding telephone manner
• Engaging personality and ability to quickly establish rapport
• Ability to work under pressure in a busy environment
• Navigate difficult conversations
• Effective time management skills with an ability to prioritise tasks and think analytically
• Proven strength as a team player to engage and build effective working relationships across multiple departments
• Knowledge of Aged Care Legislation - Act and Principles, including residential agreements, fees and charges associated with entry into residential aged care
• Knowledge of My Aged Care portal and client referral system
• Brief knowledge of the Support at Home services
• Understanding of Commonwealth care subsidies and supplements
• Understanding of the aged care market and competitive environment
• Highly proficient IT skills including advanced Microsoft Office skills, Genesys phone system, e-Tools for residential agreements

WE OFFER

• Close knit & supportive team with great culture
• Access to generous Not For Profit salary packaging of up to $15,900 per year with tax benefits
• Access to meal and entertainment benefits of up to $2,650 through salary packaging
• Flexible work arrangements supporting you to achieve work-life balance
• Employee assistance program
• Paid parental leave
• Salvos Wellness app and program, including access to Fitness Passport
• Salvos Rewards - Access to exclusive financial, retail and lifestyle discounts and benefits
• Novated car leasing
• Learning and development to support you in your role
• Career progression opportunities
• Transfer opportunities – we are in every major city in Australia
• Making an impact – socially and environmentally – with one of the most loved charities in Australia

To apply for this opportunity, please click on the 'Apply' button below to be taken to our online application process. Applications will be reviewed on receipt and will be accepted until the position is filled. Job offers will be subject to a National Criminal History Check as per Police Certificate Guidelines for Aged Care Providers.

heck as per Police Certificate Guidelines for Aged Care Providers.

The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.

The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check.

We value Integrity, Compassion, Respect, Diversity, and Collaboration