Client Services Coordinator

Number of Positions Available:
1
ABOUT US
The Salvation Army is a Christian movement and one of Australia's largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and opportunity.
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