Employment Type: Permanent full time

Hours: 38 per week

Location: 33-35 Warrigal Road, Hughesdale 3166 VIC with hybrid work on offer

Upload with Application: Resume & cover letter

Contact: Anastasia Xynos, Customer Enquiry & Systems Manager

About the opportunity

The Customer Enquiry Centre Officer acts as the first point of contact for prospective customers, qualifying enquiries, providing expert advice on aged care funding and service options across Retirement Living, Home Care and Residential Aged Care, and guiding customers through their decision‑making journey. The role is responsible for maintaining accurate CRM records, facilitating the handover of qualified opportunities to sales teams, and proactively nurturing customers through the pipeline to support conversion outcomes and ensure a seamless customer experience from enquiry to admission.

What you’ll bring

- Strong knowledge of the aged care continuum, including Retirement Living, Home Care and Residential Aged Care.
- Extensive understanding of aged care funding pathways, government programs, fees and customer contributions.
- Ability to communicate complex funding, eligibility and service information in a clear, easy and customer‑friendly way.
- Proven ability to deliver a high‑quality, responsive and empathetic customer experience.
- Skilled at building trust and meaningful relationships with customers,



residents and families as they navigate important aged care decisions.
- Demonstrated commitment to achieving positive customer outcomes and maintaining high levels of customer satisfaction.
- A genuine passion for supporting older Australians and their families through every stage of their aged care journey.

You will also be required to provide evidence of, or in the process of obtaining:

- A current Police Record Check.

Ready to help us shape the future of healthcare? Join us and make a meaningful difference in people’s lives – and your career.

We acknowledge the Wurundjeri Woi‑wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture. We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present. The team at Mercy Health is as wonderfully diverse as the patients, residents, clients and communities we support. We’re proud to be recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). Mercy Health strongly encourages applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, sexualities, genders, abilities and cultural backgrounds.

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📌 Customer Enquiry Centre Officer (Melbourne)
🏢 Mercy Health Australia
📍 Melbourne