About the Business: We’re transforming the way health and care services are delivered in local communities — and we’re looking for a Customer Service Navigator to play a key role in that journey. This is a customer-facing role where you’ll act as a trusted guide, supporting people as they navigate health and aged care options. You’ll provide personalised guidance, coordinate onboarding into services and ensure every customer feels supported, informed, and confident in their care decisions. About the Role: As a Customer Service Navigator you will support prospective and existing customers as they transition into home health services. You’ll manage inbound enquiries, follow up leads, explain funding and service options, and coordinate the onboarding journey — ensuring a seamless, compassionate, and consistent experience. You’ll work closely with internal teams including care partners, scheduling, service delivery and customer support to convert enquiries into active services while maintaining high-quality customer outcomes. Key Responsibilities Act as the primary point of contact for customers navigating health and aged care services Proactively engage with customers to understand their needs and recommend suitable services Manage customer pipelines, leads, and follow-ups in line with defined service levels Educate customers on funding options, service combinations, and private funding pathways Coordinate onboarding activities including health plans, service agreements, and first visits Handle inbound and outbound customer interactions across phone, email, and digital platforms Deliver a consistent, high-quality customer experience aligned with interaction guides and scripts Capture and maintain accurate customer data in enterprise systems Respond to feedback and complaints, escalating where required Identify opportunities to improve customer experience and support business growth What We’re Looking For Strong customer-centric mindset with a warm, empathetic communication style Experience in sales, customer conversion, or service-based growth roles, call center Background in aged care, community care, health services, or a related sector (highly regarded) Understanding of in-home care funding models and regulatory requirements Confident using CRM and enterprise systems (e.g. Salesforce or similar) Excellent verbal and written communication skills Strong problem-solving ability and sound judgement Ability to manage multiple customers and priorities in a fast-paced environment Collaborative team player who takes ownership and accountability What’s on Offer Hybrid working model (office and remote flexibility) Meaningful work supporting customers through important life transitions Supportive, values-driven culture Opportunity to contribute to a growing and evolving health services model Structured onboarding, tools, and training to support your success Additional Information Rotating roster required to ensure phone coverage Some intrastate or interstate travel may be required Role involves virtual and occasional face-to-face engagement with customers If you’re passionate about delivering exceptional customer experiences and want to make a genuine impact in health and community care, we’d love to hear from you. Apply now or reach out for a confidential discussion. Contact Jenny Hiep on (jhiep@fourquarters.com.au) with an updated resume. Please note: Only successfully shortlisted candidates will be contacted. Candidate must be based in VIC Please add your suburb of residence on your resume
