Apr 29, 2023

HomeMade | Support Specialist

  • Mable

Job Description

This role is for HomeMade - a related entity of Mable
HomeMade is a related entity to Mable and operate as a completely separate business, however both have a shared vision for self-management. 

We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home.

Leveraging on our technology platform, we are an approved provider that specialise in self-management. We partner with our customers to create unique support plans that meet their needs and optimise their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support.

To find out more, click here.

Your Role
Reporting directly to the Support Team Lead, you will be working closely with our Support Partners (Case Managers) to deliver a personal, friendly, high-quality service experience as our customers go through all stages of the HomeMade journey including use of the tech platform.

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.

Some of your responsibilities will include and are not limited to: 
● Support HomeMade customers through proactive and reactive communications via multiple channels.
● Work closely with the Support Partners to sign up, onboard and deliver ongoing support to Homemade customers.
● Provide high quality customer support, guidance and training to customers to help self-manage their Home Care Package (HCP) and achieve their goals. 
● Daily management of customer account documentation, including updating customer profile, accounts and shift notes.
● Follow up on outstanding Customer inquiries, feedback and complaints.
● Liaising with our internal accounts team to facilitate swift onboarding of Service Provider, make payments and update Customer accounts.
● Proactively work with customers to help get the most out of systems and Service Partners platforms.  
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.

The values we live by
🫶🏼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

Life at HomeMade
🏠 Hybrid set-up - Work from home or in the office (depending on what suits your circumstance). Our Head Office is situated within the Hilton Hotel, in Sydney's CBD.
💕 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 counselling 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.