Customer Support - Call Centre
Australian Unity
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.
Enjoy hybrid flexibility in this full-time position, with 3 days working from our Clayton office and 2 days work from home once you’ve successfully completed your 6-month probation period.
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 in a high-volume contact centre or phone based customer support role
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
Why work for Australian Unity?
Additional Leave benefits including Community, Wellbeing & Deep Listening Leave
Flexible Work Options –hybrid role combining 3 Branch days & WFH after successful completion of your 6 month probation period
Career development with full access to LinkedIn Learning & internal opportunities
Staff discounts across our insurance products as well as our travel and retail partners
Fitness Passport – discounted access to 1,500+ gyms & facilities
Novated Car Leasing options through our partners Maxxia or Flair Cars
14 weeks paid Parental Leave
Click APPLY to submit your application.
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
