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 is a part time 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 the aged care 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 workplace 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

📌 Client Services Coordinator - Part Time (Sydney)
🏢 The Salvation Army
📍 Sydney