Employment Type: Permanent full time

Hours: 38 per week

Location: 33‑35 Warrigal Road, Hughesdale 3166 VIC (Hybrid work on offer)

Job Overview

The Customer Enquiry Centre Officer serves as the first point of contact for prospective customers, qualifying enquiries and providing expert advice on aged care funding and service options across Retirement Living, Home Care and Residential Aged Care. The role maintains accurate CRM records, facilitates handover of qualified opportunities to sales teams, and proactively nurtures customers through the pipeline to support conversion outcomes and ensure a seamless customer experience from enquiry to admission.

Key Responsibilities

- Act as first point of contact for prospective customers, qualifying enquiries and providing expert advice on aged care funding and service options across Retirement Living, Home Care and Residential Aged Care.
- Maintain accurate CRM records and facilitate handover of qualified opportunities to sales teams.
- Proactively nurture customers through the pipeline to support conversion outcomes and ensure a seamless customer experience from enquiry to admission.
- Communicate complex funding, eligibility and service information in a clear, simple and customer‑friendly way.

Qualifications and Experience





- Passionate customer service professional with experience in navigating the aged care journey.
- 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.
- Proven ability to deliver high‑quality, responsive, and empathetic customer experience.
- Skilled at building trust and meaningful relationships with customers, residents and families.
- Demonstrated commitment to achieving positive customer outcomes and maintaining high levels of customer satisfaction.
- Genuine passion for supporting older Australians and their families through every stage of their aged care journey.

Required Certifications

- Evidence of, or in the process of obtaining, a current Police Record Check.

Equal Employment Chance

We acknowledge the Wurundjeri Woi‑wurrung peoples, traditional custodians of the land on which our Head Office is based, and recognise their deep connections to the land, sea and culture. Mercy Health encourages applications from Aboriginal and Torres Strait Islander peoples, people of all ages, sexualities, genders, abilities, and cultural backgrounds.

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