The Opportunity The role of Navigator/Scheduler works within the Mission and Mission in Action of HammondCare to ensure that they are a first point of contact for staff, clients and other stakeholders including members of the public with enquiries about HammondCare At Home services. This role is pivotal in providing excellent customer service, relevant information and linking incoming calls to the most appropriate staff member in an effective and efficient manner. About the role We currently have 2 permanent roles available at our Wahroonga site , this is an on-site role with no work-from-home flexibility . As a key support service for the successful delivery of HC Service plans, you will enhance the organisation’s effectiveness and act as advocates for the HC Mission and values. Incoming calls from customers will be handled by the HammondCare Support Navigator to answer questions and enquiries, handle complaints, troubleshoot problems and provide information Key Focus Areas 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. To be successful in these roles you must be available to work the below shifts: PPT- 1 Monday -3:30-10pm Tuesday - 3:30-10pm Wednesday- 3:30-10pm Thursday- 3:30-10pm Every 2ND Sunday - 2-10pm (Penalties apply) PFT -2 Wednesday -9am-5pm Thursday- 6am-2pm Friday - 9am-5pm Saturday- 6am-2pm (Penalties apply) Sunday 6am-2pm (Penalties apply) About you Commitment to engage and align with HammondCare’s Christian Mission, Motivation and Mission in Action 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 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 . Benefits - What’s in it for you? Maximise your take-home pay with salary packaging Training & career development opportunities Paid Bonus Schemes E.g. Refer a Friend Employee Assistance Program (EAP) Discounts across a range of household names such as JB HI- FI, Samsung and The Good Guys Fitness Passport Membership: Unlimited visits across all fitness facilities in the HammondCare program Individual and Family memberships available Full facility access can include gyms, group classes and pools This is a great opportunity to work in a dynamic, supportive environment where your efforts make a real impact. Apply Now Click on "Apply Now" to start the process. Please attach your resume and a cover letter with your application. All short-listed applicants will be asked to consent to a criminal record check and reference checks.
