About the Role

As an Enquiry Line Support Officer, you will play a vital role in supporting our scheduling team by handling a variety of calls on our Home Care Enquiry Line. You'll assist Community Support Workers (CSWs) with client issues, scheduling changes, procedural matters, and system-related questions.

This role also includes providing an after-hours service from 6.00am to 8.30am. Your exceptional communication skills and positive attitude will ensure every interaction is a positive experience for our clients and CSWs. This is a full time role offering 76 hours per fortnight.

Key Responsibilities

Exceptional Communication: Answer calls on the Enquiry Line with a positive attitude, providing guidance, support, and exceptional customer service.
Problem-Solving: Assist with troubleshooting Com Care issues, escalating as necessary through appropriate channels.
Incident Management: Escalate and document incidents using Riskman and ensure client communication is recorded in the CRM.
Scheduling Support:



Monitor Share Point queues for changes, cancellations, and leave requests, ensuring timely action and communication with relevant teams.

Project Work: Collaborate on projects and data management tasks to support the scheduling team.

Skills, Knowledge & Abilities

To excel in this role, you'll need:

Strong verbal, written, and interpersonal communication skills.
The ability to remain calm and supportive when managing emotional or distressed customers and support workers.
Demonstrated problem-solving abilities, with the capacity to find cutting-edge solutions within established guidelines.
Experience with Customer Service Database Management (e.g., Com Care, eCase).

Sensitivity to issues of confidentiality, cultural diversity, and client needs.

A proactive and professional attitude, with e

📌 Enquiry Line Officer (Perth)
🏢 Amana Living
📍 Perth