Feb 02, 2023

HomeMade | Customer Service Coordinator

  • Mable
  • Sydney NSW, Australia

Job Description

This role is for HomeMade - a related entity of Mable
HomeMade is a related entity to Mable: we operate as a completely separate business but have a shared vision for self-management. HomeMade is transforming home care in Australia through our creative approach, designed to support people in achieving their goals while living at home.

We are an approved provider that specialise in self-management and partner with our customers to create a support plan to meet their needs and optimise their funds. Our approach keeps people in control of their package, funding, and support.

Your Role
Reporting directly to the Service Team Leader you will be the key contact for potential new Customers of HomeMade wanting to learn about Self Management. You will deliver a personal, friendly and high-quality service experience as our Customers go through the onboarding stages of the HomeMade journey. 

The role offers a hybrid working arrangement and will require you to be based in Sydney and work out of our CBD office from time to time - Note, we can also consider Full Time or Part Time employment options for the right candidate.

Some of your responsibilities will include and are not limited to: 
● Respond to a high volume of calls to assist new Customers with their Home Care Package needs, qualifying Customer suitability for self management and moving suitable Applicants through the HomeMade onboarding process.
● Delivering service and retention outcomes through exceptional customer interactions (approximately 30 per day).
● Provide high quality customer support, guidance and training to Customers to help them access and use our unique in market tech platform and ensure they can successfully self manage their Home Care Package.
● Daily management of Customer account documentation, including updating customer profile,  accounts and notes.
● Adhere to processes and procedures and meet individual and team KPI.
● Work within a rules-based framework defined by detailed policies and procedures to offer customer advice and solutions and adhere to compliance and regulatory requirements while delivering exceptional customer experiences.

Our ideal candidate
This is a challenging and rewarding role that calls for a high calibre, self-motivated, energetic person with an outgoing personality who likes dealing with people. You will be able to demonstrate your dependability and strong work ethic as you liaise with Customers and handle their phone and email enquiries. This position is perfect for you if you are ready and willing to "roll up your sleeves", are computer and tech savvy, an excellent phone manner and the ability to work under pressure. Oh and if you have prior Salesforce experience, that would be amazing.
Who you will be working with
You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a Supportive family-friendly working environment.

Our teams live out the HomeMade values in all they do towards this:
🫶🏼PUT PEOPLE FIRST - People and relationships matter most
🪁 FOSTER FREEDOM - Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions
💖DO THE RIGHT THING - What is fair, honest, open, ethical, and transparent
💡BE BOLD - With a vision to imagine and create a brighter future

Benefits of Working at HomeMade
🏠 Hybrid set-up - Work remotely or in the office (depending on what suits your circumstance) for a disruptor in the Aged care industry!
👨🏻‍👩🏻‍👧🏻‍👦🏻 We care - Be surrounded by a supportive, family-friendly working environment.
🪴 Keep growing with us - Ongoing career development opportunities.
🎉Floating Public Holidays - Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion.
🙋🏼‍♂️ Volunteer day - One paid day per calendar year to volunteer for your community. We encourage you to volunteer in the disability or aged care sector, but it’s your choice!
🌴 Wellbeing day - Enjoy a paid day each calendar year to focus on your health and wellbeing.
❤️‍🩹 Employee Assistance Program - A 24/7 service that includes counseling for you and your immediate family.
👨🏻‍👩🏻‍👧🏻‍👦🏻 Improved parental leave - We support our employees through their parental leave journey to enable them to balance work and family matters and successfully transition to their new life stage as working parents.

We are one
As an organisation we celebrate our diversity and welcome all people regardless of lifestyle, ethnicity, faith, sexual orientation, and gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well just bring something to HomeMade that we are looking for! 

Reach Out
One thing about HomeMade is we love to chat and we aren’t ready to give up that human touch. If you have any queries or questions about the opportunity or would like to have a confidential discussion.

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.