Customer Service Officer

Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care homes, transition care programs, retirement living villages, home care, day care, respite, and dementia specific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

Our vision is a community where every older person is honoured and valued. Our mission is together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our values are compassion, collaboration, curiosity, inclusion and trust. Amana Living is proud to lead in reforms that benefit our workforce, caring for those who care for a career.

• Serve as a first point of contact for clients, families, carers and stakeholders accessing respite services.
• Provide accurate, timely, and compassionate information regarding Amana living’s respite program, eligibility requirements, and service options
• Responding to all incoming enquiries (telephone and email) in a professional, timely manner ensuring high standard of customer service.
• Assist clients and families in navigating respite pathways and accessing appropriate supports.
• Redirecting incoming calls to the most appropriate service stream to ensure a timely response
• Working collaboratively with site managers and with wider Customer Service Centre team on a day-to-day basis to ensure smooth and efficient admission turnarounds. 

• Coordinate respite service bookings, cancellations and schedule changes.
• Documenting and completing intake processes, ensuring all required documentation is complete and maintained.
• Accurately enter and update client information, and client interactions in the Customer Relationship Management system and relevant databases

The successful candidate will have proven exceptional customer service experience, being responsible for identifying the service needs required and best match the enquiry to the appropriate Amana Living service, ensuring the service delivery is focussed on the needs of the client.

• Ability to understand and communicate financial information and concepts effectively
• Effective time management and problem-solving skills
• Sensitivity to issues of confidentiality, gender, cultural diversity, disability and age in dealing with a wide variety of client groups
• Effective planning and organising skills
• Well-developed written and verbal communication skills
• Able to manage emotional or distressed customers in a supportive manner

• Demonstrated customer service experience, preferably in a highly regulated/complex environment
• Knowledge of the Aged Care industry and/or Home Care Common Standards (desirable)
• Ability to obtain a National Police Clearance (within 6-months validity)
• Successful completion of pre-employment health form and reference checks
• Evidence current Flu vaccination

If you are interested in this role and meet the essential criteria, please click the "apply now" button. Amana Living reserves the right to close this position prior to the closing date. Shortlisting and interviews will commence immediately.

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