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Customer Engagement Liaison Officer

Brotherhood of St Laurence - Frankston, VIC

Voluntary, Charity & Social Work
Source: uWorkin


The Aged Services Division at the Brotherhood of St Laurence has a vacancy for a Customer Liaison Officer working with the Care at Home team based in Frankston. This is a full-time position reporting to the Team Leader, Customer Engagement. The Customer Liaison Officer responds to initial enquiries from prospective clients, their families/carers and referring agencies to provide personalised service information and respond to aged care queries on available support options.

What you will be doing…

  • Be the first point of contact for clients, families and referring agencies assisting with enquiries
  • Responding to first time callers, enquiries via the BSL website, facebook and google
  • Providing relevant information to prospective clients and their families assisting them to navigate the aged care system
  • Using your knowledge of Home Care Packages and Commonwealth Home Support Program funding to help prospective clients/carers understand the options available to them.
  • Scheduling home visits for the Customer Engagement Consultants who will provide more detailed information and engage with clients to access their package funding.
  • Maintaining databases / systems to ensure accurate information and recording, and allowing for follow up later
  • Assisting the team, supporting a “one team” approach
To be successful you require:
  • Previous experience in an advisory / customer service role in the Aged care or Health Care sectors
  • Exceptional phone manner and communication skills with ability to make complex information easily understood
  • Outstanding ability to liaise across all levels both internally, externally and with people from diverse backgrounds
  • Excellent time management and organisational skills, ability to follow up and seek resolution to issue.
  • Excellent 'can do' attitude
  • Ability to identify and resolve problems and ensure suitable outcomes are achieved
  • Understanding of the Aged Care Standards (desirable)
  • Knowledge of Procura - desirable
This is a permanent full-time position 38 hours per week Monday - Friday.

The Brotherhood provides a workplace that values and supports their staff.

Salary: $64,624.42 - $69,287.36 range depending on experience plus superannuation. Salary packaging provisions available to increase take home pay.

To view the position description please click here

Closing Date: 10 May 2021 - Please note interviews may commence prior to the closing date. To Apply please attach a copy of your current resume and cover letter.

Enquiries: Robyn Holt - Team Leader Customer Engagement - 03 8781 4200

As part of the Brotherhood's recruitment and selection process, applicants will be required to undergo pre-employment checks as required, applicants will be subject to, but not limited to, the following checks: National (and International if applicable) Police Check, Victorian Employee Working with Children Check, Right to Work in Australia, Disability Worker Exclusion Scheme Check and current professional registration.

The Brotherhood of St Laurence has a vision of an Australia free of Poverty. We embrace, and value, diversity of culture, working arrangements, sexual orientation and gender identity to ensure our workforce is representative of the community that we work within. We promote a workplace that actively seeks to include and welcome unique contributions of all people. We embrace and celebrate the value of Aboriginal and Torres Strait Islander staff, their skills and contribution to our organisation.

Advertised: 28 Apr 2021 AUS Eastern Standard Time
Applications close: 10 May 2021 AUS Eastern Standard Time

Brotherhood of St Laurence

Frankston, VIC

Voluntary, Charity & Social Work


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