Summary of position

In collaboration with the Service Support Team Leader, implement efficient, effective, and highly client focussed scheduling and administration systems and processes that enable the Community Services Business Unit to provide excellence in care.

A little bit about us:

Barunga Village is an innovative and ever-growing organisation offering retirement, community and residential services.

As one of the largest employers in the Mid-North, our services reach the wider Mid-North and Yorke Peninsula, with Offices in Port Broughton, Crystal Brook and Balaklava.

Our purpose is to support our consumers live the best life possible.

About the role:

Build and maintain strong relationships with clients by acting as the main point of contact, ensuring effective communication, addressing client needs and concerns, and delivering exceptional service to enhance client satisfaction and loyalty.

Responsibilities of the role:

Customer Service

- Maintain a current knowledge of Barunga Villages services, products and activities.
- Provide high quality customer service, ensuring effective and efficient customer satisfaction.
- Implement agreed operational workflows for intake, service delivery and discharge.
- Work as part of the Service Support Team, contributing to the team output on a day-to-day basis.

Scheduling

- Work with the Service Support Team Leader to develop, implement and review relevant scheduling processes to maximise efficiency and effectiveness and meet all business and compliance requirements.
- Ensure that suitably qualified, and skilled direct care staff with appropriate competencies are rostered to provide direct care services.




- Respond efficiently to changes in staff cover to ensure the safe delivery of services.
- Ensure rosters comply with all relevant industrial requirements.
- Escalate roster challenges to the Service Support Team Leader or Direct Care Leader to avoid difficult operational situations.
- In collaboration with the Direct Care Leader and Team Leader to ensure that all leave requests are processed, and adequate staffing is maintained to deliver the required hours of direct care.
- Verify and authorise timesheets in accordance with agreed parameters.

Administration

- Maintain electronic client records, ensuring currency and accuracy of personal and health information, and central storage of documents. Process requests for quotations and verify invoices against purchase approvals with high attention to detail and within set timeframes
- Prepare and issue standardised client information and correspondence in accordance with internal processes and guidelines.

Quality & Safety

- Contribute to the achievement of KPI’s and work effectively as a team member, including involvement in continuous improvement activities.
- In collaboration with the relevant Manager or supervisor, participate in the resolution of client complaints.

About you:

Essential qualifications and experience

- Certificate III in Business Administration or related,



or equivalent experience.
- Minimum 2 years' experience working within a customer service environment

Desirable qualifications and experience

- Demonstrated experience working in a service focused inbound call center setting.
- Experience using a client management system to maintain client requests and schedule resources and maintain electronic records.
- Experience in assessing priorities and working quickly and accurately to produce work of a high standard in a busy work environment.
- Intermediate experience in the use of Microsoft Office applications.

Core competencies

- Proven excellent customer service skills including the ability to establish positive relationships with clients; determine and address client requirements; and deal with difficult customers.
- Demonstrated highly developed verbal, written and communication skills including the ability to communicate with a broad range of people from diverse backgrounds and capacity to deal with conflict.
- Demonstrated flexibility and adaptability to adjust to job and/or task rotation and working hours.
- Demonstrated personal motivation, initiative and problem-solving skills.
- Courteous, friendly and qualified telephone skills.

Some of the work perks:

- Maximise your take home pay with Not - For - Profit Salary Packaging up to $15,900 p/a;
- Origin electricity benefits;
- Chemist discount at Port Broughton United Chemist;
- EAP - Employee Assistance Program;
- Social Club (conditions apply);
- Ongoing training;
- Opportunities to upskill;
- Flexible working arrangements (conditions apply).

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📌 Service Support Officer (Port Broughton)
🏢 Barunga Village
📍 Port Broughton