Senior Onboarding Partner
Mable
Date: 14 hours ago
City: Sydney, New South Wales
Contract type: Full time
HomeMade, Mable, Leap In! And Mable Direct Are Entities Under The Attain Healthtech Group Of Companies. While Our Companies Are Diverse, Three Similarities Bind Us
About HomeMade
HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.
Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.
By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.
To find out more, visit https://homemadesupport.com.au/
About The Role
As a Senior Onboarding Partner , you’ll play a key dual role - delivering exceptional customer onboarding experiences while supporting the broader team through coaching, quality assurance, and operational excellence. You’ll act as a second-in-charge (2IC) to the Onboarding Team Manager, helping to shape how we bring new customers on board and continuously improve how we work.
This role is perfect for someone who thrives in a fast-paced, mission-driven environment and loves mentoring others just as much as working with customers.
Key Responsibilities
Customer Onboarding & Support
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
Be fair, honest, open, ethical, and transparent.
Be Bold
With a vision to imagine and create a brighter future.
Our Benefits
Power your career ️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Access parental leave
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days
Get one extra paid leave day per quarter for what makes you happy.
Take a floating public holiday
Acknowledge a significant day your way with family and friends.
Be rewarded
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
We are one
As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or 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 in experience, and you might just bring something we are looking for to our organisation!
- We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
- We believe in technology as an enabler
- We’re driven by helping customers attain better outcomes
About HomeMade
HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.
Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.
By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.
To find out more, visit https://homemadesupport.com.au/
About The Role
As a Senior Onboarding Partner , you’ll play a key dual role - delivering exceptional customer onboarding experiences while supporting the broader team through coaching, quality assurance, and operational excellence. You’ll act as a second-in-charge (2IC) to the Onboarding Team Manager, helping to shape how we bring new customers on board and continuously improve how we work.
This role is perfect for someone who thrives in a fast-paced, mission-driven environment and loves mentoring others just as much as working with customers.
Key Responsibilities
Customer Onboarding & Support
- Welcome new HomeMade customers with warmth and professionalism.
- Conduct comprehensive virtual assessments that empower people to live independently.
- Develop personalised care and support plans, including co-designed budgets that maximise Home Care Package funds.
- Educate customers and their families about our platform and support them to manage their own care with confidence.
- Partner with internal teams including Clinical and Support to ensure a smooth handover and great outcomes.
- Act as a go-to person for questions and escalations within the team.
- Informally lead and mentor other Onboarding Partners, offering support, guidance, and coaching.
- Take the lead on workflow prioritisation when the Team Manager is unavailable.
- Contribute to process improvements and team culture as we grow.
- Conduct regular quality checks on onboarding activities, assessments, budgets and documentation.
- Share constructive feedback and uplift the quality of team outputs.
- Help identify trends and implement improvements alongside the Team Manager.
- Support the creation of training resources, onboarding guides, and playbooks.
- You build trust and rapport quickly - a strong communicator who listens deeply and connects with people from all walks of life.
- You deliver high-quality customer service and thrive on helping customers feel confident, informed, and supported.
- You’re comfortable discussing care needs, budgets, and funding in a way that promotes independence and choice.
- You have a practical, empathetic approach and are skilled in resolving issues, making decisions, and managing time effectively.
- You're tech-savvy, adaptable, and confident using tools like Google Workspace, Salesforce, and cloud-based systems.
- You work well independently and in a team, meeting KPIs while supporting shared goals.
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
Be fair, honest, open, ethical, and transparent.
Be Bold
With a vision to imagine and create a brighter future.
Our Benefits
Power your career ️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Access parental leave
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days
Get one extra paid leave day per quarter for what makes you happy.
Take a floating public holiday
Acknowledge a significant day your way with family and friends.
Be rewarded
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
We are one
As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or 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 in experience, and you might just bring something we are looking for to our organisation!
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