Customer Support - Aged Care

At Australian Unity, we’re reimagining how health and care are delivered in our local communities. By working together differently, we help customers live healthier, more independent, and fulfilling lives, while staying connected to supportive communities.

As a Health Concierge – Customer Support , you’ll be the first point of contact for our customers, providing empathetic, accurate and timely support across their aged care journey. You’ll manage a high volume of inbound enquiries, resolve issues efficiently, and build strong relationships that support positive customer outcomes.

This is a full-time role, offering hybrid flexibility (3 days in office, 2 from home) after successful completion of 6-months.

Office location will be Clayton, VIC.

Key Accountabilities

Handle high-volume inbound calls from customers, families and care workers

Resolve enquiries across services, scheduling, billing and care support by providing clear and accurate information

Deliver First Call Resolution (FCR) wherever possible

Accurately document interactions using systems such as Genesys and Procura

Follow business rules for warm transfers, escalation pathways and accurate task/note creation

Collaborate with internal teams to ensure timely customer resolution

Manage complex queries with empathy and professionalism

What You’ll Bring

Recent experience (within the last 12 months) in a high-volume contact centre

Proven ability to manage complex customer enquiries end-to-end

Strong communication, active listening and rapport-building skills

Experience working in structured, process-driven environments

Confident using CRM/call centre systems (e.g. Genesys, Salesforce, Lumary - desirable)

High attention to detail and strong time management skills

Experience in health, aged care or community services desirable but not essential

Click APPLY or contact Diti Vora (Talent Acquisition Specialist) at [email protected] for a confidential discussion.

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 https://www.australianunity.com.au/about-us/reconciliation-action-plan

perks

Above award pay rates

Employee perks

Discounts on health, insurance, travel, and more

Supported and paid induction program

Paid travel and KM’s

* Flexible hours