About the role

• This is an on-site role with no work-from-home flexibility.
• Casual shifts available during operating hours 6.00am – 10pm Monday Friday

This role is pivotal in providing excellent customer service, relevant information and linking incoming calls to the most appropriate staff member in an effective and efficient manner. As a key support service for the successful delivery of HC Service plans.

We’re looking for motivated Casual Navigators/Schedulers to join our team at our HammondCare Support location in Wahroonga, NSW. This is a great opportunity to work in a dynamic, supportive environment where your efforts make a real impact.

• Incoming calls from customers will be handled by the HammondCare Support Navigator to answer questions and enquiries, handle complaints, troubleshoot problems and provide information.
• First point of contact for both internal customers (staff) and external customers (clients and other stakeholders, including members of the public) with enquiries about HammondCare At Home services.
• Respond to enquiries, requests, problems and complaints accurately, efficiently and empathetically.

About you

• Demonstrated experience in customer service or contact centre role
• Strong organisational abilities, including effective time management and ability to prioritise in a busy work environment
• Ability to work both independently and as part of a team
• Demonstrated ability to use initiative to problem solve with limited supervision
• Excellent analytical skills and attention to detail
• Demonstrated commitment to excellence in customer service principles including conflict resolution to ensure the consistent provision of exceptional service to internal and external customers
• Strong relationship and rapport building skills (including active listening skills and empathy)
• Demonstrated ability to record, report and maintain accurate information efficiently, working in paperless, ‘talk and type’ environment
• Ability to deliver script-adherent service, with empathy
• Demonstrated understanding of formalised KPI’s (Key Performance Indicators)
• Excellent computer skills including database management and Microsoft Office applications (particularly Word, Excel and Outlook).
• Knowledge of the Home Care Packages Program Guidelines and Home Care Common Standards.
• Certificate level qualification in a relevant field (including Business Administration, Communications or IT) or working towards a similar qualification (Desirable).

In return for your expertise, we offer:

• salary packaging (for PPT only): $15,900 annually for living expenses, plus up to $2,650 each year for entertainment benefits
• additional training and career development opportunities
• leave benefits (purchased additional annual leave)
• reward and recognition program
• fitness passports: full facility access can include gyms, group classes and pools for yourself and your family
• counselling services and wellbeing resources through our Employee Assistance Program (EAP) for all employees
• exclusive discounts at MyCar for servicing, repairs and more
• exclusive commercial discounts for JB HI-FI, The Good Guys, Optus, Dell and Samsung

About us

At HammondCare, we’ve been caring for people for more than 90 years, working together to improve quality of life for older people, no matter how complex their needs may be.

We provide expert home care, dementia care and palliative care, regardless of circumstances, beliefs, background or financial situation, led by our not-for-profit, Christian foundations and backed by research and clinical expertise.

So, if you love to care, join us, and make a career move that matters.

Because it’s not just care. It’s HammondCare.

Sounds like you? Apply now!

For any general enquiries please contact recruitment@hammond.com.au

All short-listed applicants will be asked to consent to a criminal record check and reference checks.

We are committed to inclusion across race, culture, ethnicity, gender, sexuality, belief, age and ability. Because at HammondCare, everyone belongs.