Job description
Let's start with what's in it for you?
* Work for a reputable award-winning organisation that gives back to our community
* Attractive hourly rate on offer plus salary packaging benefits
* WFH flexibility - 3 days in the office, 2 from home
* Temporary position with opportunity for permanency
* Hughesdale location, very close to public transport and free parking available
* Work Monday to Friday, 9am – 5pm, leaving your weekends free!
* Inclusive, supportive environment with a highly motivated team
* Great employee benefits for permanent staff including purchased leave, access to well-being programs, and discounts across financial, healthcare, travel, and other services
The Company
An exciting opportunity exists for an experienced Customer Enquiry and Contracts Officer to join a reputable, award-winning NFP organisation based in Hughesdale! You'll be working in a well-established organisation with over 10,000 employees who share a common goal and passion for supporting the wider community.
The Role
Based in the Client Services Team and reporting to the Team Leader, you will be the primary point of contact for customers, ensuring a seamless and high-quality customer experience from initial enquiry to admission. You will utilise your customer service excellence, sales expertise, and admissions management to connect with residents, families, and referrers, ensuring a seamless journey.
You will champion the admissions hotline, manage enquiries through the CRM system, and build strong relationships with key referrers to enhance reputation and maximise conversions.
Your day-to-day duties will include but are not limited to:
* Deliver exceptional customer service for enquiries via phone, email, and external platforms
* Manage incoming calls through the admissions hotline, ensuring timely follow-ups and nurturing leads to conversion
* Record enquiries in the CRM system
* Train internal teams on best practices to optimise enquiry-to-conversion processes
* Schedule appointments and site tours
* Facilitate fees discussions and coordinate all pre-admission processes and documentation
* Coordinate the management of referrals, respite extensions, and Support Plan access
* Draft and finalise Accommodation Agreements
* Collaborate with Marketing to track campaign results and provide weekly enquiry statistics reports
* Build and maintain relationships with referrers to drive referrals and secure brokerage agreements
* Perform additional duties as directed by the Client Services Team Leader
Are you the ideal candidate?
* Proven experience in a call centre/sales/appointment setter/admissions/account management role
* Experience working within the aged care or health sector would be highly desirable but not essential
* Exposure to CRM software and proficient with MS Office
* Excellent communication and interpersonal skills, with a customer-centric approach
* Ability to multitask, prioritise with meticulous attention to detail
* Exceptional stakeholder management skills with a proven ability to secure conversions
* A proactive, self-driven individual with a deep commitment to making a meaningful impact in supporting Australians!
Don't miss out on this fantastic opportunity. Interviews will be held immediately.
Good luck!
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