Navigator

• First point of contact for both internal customers (staff) and external customers (clients and other stakeholders, including members of the public) with enquiries about HammondCare At Home services
• Respond to enquiries, requests, problems and complaints accurately, efficiently and empathetically

• Commitment to engage and align with HammondCare’s Christian Mission, Motivation and Mission in Action
• Demonstrated experience in customer service or contact centre role
• Strong organisational abilities, including effective time management and ability to prioritise in a busy work environment
• Ability to work both independently and as part of a team
• Demonstrated ability to use initiative to problem solve with limited supervision
• Excellent analytical skills and attention to detail
• Demonstrated commitment to excellence in customer service principles including conflict resolution to ensure the consistent provision of exceptional service to internal and external customers
• Demonstrated excellent interpersonal communication skills
• Strong relationship and rapport building skills (including active listening skills and empathy)
• Demonstrated ability to record, report and maintain accurate information efficiently, working in paperless, ‘talk and type’ environment
• Ability to deliver script-adherent service, with empathy
• Demonstrated understanding of formalised KPI’s (Key Performance Indicators)
• Excellent computer skills including database management and Microsoft Office applications (particularly Word, Excel and Outlook)
• Knowledge of the Home Care Packages Program Guidelines and Home Care Common Standards

Certificate level qualification in a relevant field (including Business Administration, Communications or IT) or working towards a similar qualification

• Commitment to creating an inclusive workplace that promotes and values diversity and inclusion
• Equal employment environment where everyone from any background can be themselves