Job Description
/n /n /n /n /n /n /n HomeMade, Mable, Leap in and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:/n /n /n /n /n /n 1. We exist to create lasting, positive change across the entire care and support sector
- impacting more lives, elevating standards and shaping the future of care/n /n /n 2. We believe in technology as an enabler/n /n /n 3. We’re driven by helping customers attain better outcomes/n /n /n /n /n /n This position is part of the HomeMade team. /n /n /n /n /n /n About HomeMade/n /n /n /n /n /n HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams./n /n /n /n /n /n Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds./n /n /n /n /n /n By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others./n /n /n /n /n /n To find out more, visit https://homemadesupport.com.au//n /n /n /n /n /n

About the role
/n /n /n /n /n An exciting opportunity exists to join our team as a Support Specialist, helping people to live the life they want. /n Reporting directly to the Customer Support Team Leader you will be working closely with our Support Partners to deliver a personal, friendly, high-quality service experience as our customers go through all stages of the HomeMade journey.



/n /n /n /n /n /n /n /n /n /n /n /n To support our customers and keep operations running smoothly, we require flexibility to work within the hours of Monday to Friday, 7:00am – 7:00pm. Full-time team members work 38 hours per week, with schedules rostered within these operating hours. /n /n /n /n /n /n /n /n /n /n /n /n /n /n /n

Key Responsibilities
/n /n /n /n /n
- Support HomeMade customers through proactive and reactive communications via multiple channels /n
- Manage a high volume of inbound and outbound phone calls and emails (known internally as cases) /n
- Work closely with the Support Partners to sign up, onboard and deliver ongoing support to Homemade customers. /n
- Provide high quality customer support, guidance and training to customers to help self-manage their HCP and achieve their goals /n
- Daily management of customer account documentation, including updating customer profile, accounts and shift notes. Updating systems (Salesforce) and Support Partners /n
- Follow up on outstanding Customer inquiries, feedback and complaints. /n
- Recognise unhappy customers and work towards a resolution or escalate where required /n
- Liaising with our internal accounts team to facilitate swift onboarding of Service Provider, make payments and update Customer accounts /n
- Engage in regular workshops and team meetings to evaluate current processes and procedures with a viewpoint to continuous improvement /n




- Proactively work with customers to help get the most out of systems and Service Partners platforms /n
- Adhere to team processes and procedures and meet individual and team KPI /n
- Advocate for customers to ensure their needs are met and inquiry resolved /n
- Assist the Onboarding Management with ad hoc tasks at the discretion of the Senior Manager /n
- Undertake other duties and responsibilities as required. /n /n /n /n /n /n /n /n /n The Key to Your Success /n /n /n /n /n
- Bring empathetic and supportive customer service skills to our full range of customers and experiences, including responding to technical enquiries. /n
- You will be proactive, a critical thinker and a great problem solver /n
- You are a good listener, problem solver and people person /n
- You pride yourself and gain great satisfaction in providing amazing customer service /n
- You care about your customers and will always go the extra mile to get them the best outcomes /n
- HomeMade is a technology enabled business, therefore we need tech savvy people who love to learn new things and experience troubleshooting /n
- You need to be confident using Google suite, Salesforce, and cloud-based contact centre software or can demonstrate an ability to pick similar systems up quickly /n
- Experience in a customer service, sales/account management environment is preferred /n
- You enjoy working in a team towards team goals, deadlines and weekly KPIs /n
- You approach work with high-energy, drive and internal motivation in a fast paced and versatile environment /n
- Strong connection to, or interest in building an understanding of the Australian disability and aged care sectors and communities /n
- You exhibit adaptability, resilience, transparency, trustworthi

📌 Customer Support Specialist (Brisbane)
🏢 Mable
📍 Brisbane