Customer Engagement Specialist YNA (Your Nursing Agency) | Fullarton, South Australia

About Us
YNA, in partnership with Alpha Support at Home (ASAH), delivers high-quality aged care and community services across Australia. Together, we are committed to supporting older Australians to live independently, safely and with dignity through person-centred care.

About the Role
We are seeking a proactive and customer-focused Customer Engagement Specialist to join our team based in Fullarton, South Australia. As a key point of contact for prospective clients and their families, you will play an important role in supporting customer engagement, managing new enquiries and facilitating a positive experience throughout the aged care journey. Working closely with our Care Partners and wider team, you will coordinate appointments, manage prospective client relationships and support the timely onboarding of new Support at Home clients. This is a varied, hands-on role suited to someone who thrives in a fast-paced environment, enjoys building relationships and has strong administrative and organisational skills.

Key Responsibilities

- Manage incoming enquiries and referrals, providing timely, professional and compassionate customer service.
- Manage leads and referral information through the Aged Care portal, ensuring accurate and up-to-date records.
- Coordinate appointments between prospective clients and Care Partners, including diary management and scheduling.
- Undertake inbound and outbound calls with clients, families, representatives and external providers.
- Maintain and actively manage prospective client waitlists, ensuring regular communication and ongoing engagement.
- Work collaboratively with Care Partners and the wider team to support efficient client onboarding and customer growth.
- Coordinate customer communications, including newsletters, consumer events and focus groups.
- Undertake general administrative duties, including data entry, correspondence, document management and reporting.




- Contribute to a positive customer experience and support the ongoing growth of YNA's aged care services. About You To be successful in this role, you will demonstrate:
- Previous experience in the aged care sector, with a sound understanding of the Australian aged care system.
- Strong customer service skills and the ability to build positive relationships with clients, families and stakeholders.
- Demonstrated administrative experience, with excellent attention to detail and organisational skills.
- Excellent verbal and written communication skills, including a professional and compassionate telephone manner.
- Confidence using Microsoft 365 and the ability to quickly learn current systems and processes.
- A proactive, self-motivated approach, with the ability to manage competing priorities and work autonomously.
- Strong problem-solving skills and a commitment to delivering a positive customer experience. Highly regarded:
- Experience coordinating appointments, managing diaries or organising events.
- Previous experience working with aged care referral systems and client management platforms.
- Experience within the NDIS or community services sector. Why Join YNA?
- Competitive remuneration.
- Supportive and collaborative team environment.
- Comprehensive training and ongoing professional development.
- Access to our Employee Assistance Program (EAP).
- Opportunity to contribute to the growth of our aged care services.
- Rewarding work supporting older Australians and their families.

How to Apply
If you are passionate about delivering exceptional customer service and making a positive difference in aged care, we would love to hear from you. Please submit your resume and a cover letter outlining your relevant experience via SEEK. Applications will be reviewed as they are received, and the position may be filled prior to the advertised closing date. YNA is committed to building a diverse and inclusive workforce and strongly encourages applications from Aboriginal and Torres Strait Islander peoples.

📌 Customer Engagement Specialist (Fullarton)
🏢 Yna Your Nursing Agency
📍 Fullarton