Australian Unity Home Health is a leading integrated healthcare business delivering in-home clinical care and services that meet the needs of the wider community.We're transforming the way we work in our local communities to improve health and care outcomes for customers. As a Health Concierge – Customer Support, you'll be the first point of contact for customers, providing exceptional service over the phone and supporting them through their aged care journey.
Location: Birtinya, Sunshine Coast (Hybrid – 2 days WFH after probation).
Responsibilities
* Handle high-volume inbound calls in a structured contact centre environment.
* Respond to customer queries promptly and accurately, ensuring compliance and empathy in every interaction.
* Build strong relationships to pre-empt customer needs and provide proactive support.
* Collaborate with internal teams to resolve complex issues and deliver timely solutions.
* Use multiple CRM systems while maintaining a professional and customer-first approach
Qualifications
* Recent contact centre experience (within the last 12 months), handling high-volume inbound calls.
* Excellent communication and active listening skills.
* A customer-first mindset with a positive attitude and resilience.
* Proactive approach to problem-solving and continuous improvement.
* Familiarity with CRM systems and call centre technologies; experience with Procura, Genesys, or Salesforce is desirable.
* Proven ability to meet and exceed KPIs, including:
* Average Handle Time (AHT) – balancing efficiency with quality.
* First Call Resolution (FCR) – resolving issues without follow-up.
* Adherence to Schedule – maintaining punctuality and reliability.
* Quality Assurance Scores – demonstrating professionalism and compliance.
* Flexible working arrangements (2 days WFH after probation).
* Extra leave benefits, including Wellbeing, Community, and Deep Listening days each year.
* Fitness Passport – discounted access to gyms and fitness facilities.
* Exclusive employee discounts across Australian Unity products, travel, and accommodation.
* Novated leasing – salary package a new car through Maxxia or Flare Cars and save on tax.
Australian Unity is an Equal Opportunity employer, and we encourage applications from all members of the community, including people of Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.To view our Reconciliation Action Plan, please click
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