Customer Service Consultant - Bupa Willoughby

Are you looking for a rewarding role where you can utilise your extensive business administration experience with a fun and Welcoming team?

Join Bupa Aged Care and be at the heart of it in Willoughby.

As Australia's largest regional aged care and dementia provider, we continue to be part of communities driven by vision, passion and hard work.

We make life better for thousands. That includes yours. You make a difference to our residents and their families, and we want to make sure you’re absolutely supported to do just that.

The Heart of the role 

At Bupa Aged Care, you have a voice and are empowered to contribute to improvements that better support residents to live longer, healthier and happier lives. We’re always looking for ways to improve, and you’ll be playing a pivotal role in the pursuit of best-quality outcomes for much loved and valued residents. You’ll enjoy the variety, autonomy and satisfying rewards that only a career with Bupa Aged Care can provide.

The Customer Service Consultant position is a permanent part time position working 30 hours a week.

The Opportunity

Exciting opportunity for a dynamic, experienced business administrator to partner with our General Manager as part of the care home leadership team at our Willoughby Home. 

Your role known across Bupa as the Customer Service Consultant, is crucial to the success of the operation of the home. Supporting the employee experience, you will work primarily on the rostering function of the Care Home.  

Some of your duties will include:

Rostering

•    Create and manage Master Rosters and coordinating day-to-day rostering requirements. 

•    Directing and allocating resources as directed by the General Manager, ensuring business processes have been followed and exceptions managed. 

•    Escalating any shifts that are unable to be filled and/or service issues within appropriate time frames and procedures. 

•    Ensuring the information in Rostering System are accurate and up to date at all times. 

•    Working closely with General Managers to optimise workforce planning and cost effectiveness. 

Employee Service

• Support the Care home employee experience through rostering, onboarding and induction of new starters, and managing employee leave.

Concierge

• Demonstration of a customer centric approach within the reception area and during all phone, email and in person interactions with residents, employees, visitors, and suppliers.

About You

• Minimum of a Cert III in Business Administration or equivalent experience

• Previous experience gained in a similar admin/Customer Service role

• Patience - working in a care home is fun and rewarding, we truly love our residents, but it also requires calm and patience, and a sunny disposition

• You might be speaking to a worried family, or a confused resident, and although you can’t always provide answers, you can reassure and follow up

• Intermediate to advanced skills across the MS Office Suite

• Highly developed organisation and time management skills – prioritisation and self-direction is key in this role

• Knowledge of Kronos/payroll systems/admin requirements in the Aged, Health Care or regulated industry is advantageous

What’s in it for you?

• We set you up for success from the get-go with our dedicated Induction program

• Supportive, collaborative, and caring team culture

• Continual learning and development opportunities

• Discounts on Bupa Products – insurances, optical, dental

• Exciting benefits on offer from our Bupa Partners

• Internal transfers across our care homes

The Benefits 

- Discounts on Health Insurance, Home, Contents and Landlord Insurance, Car Insurance, Travel Insurance, Pet Insurance 

- VIVA - our employee wellbeing program - live healthier and happier – see more about Why we work at Bupa; We’ve got your back. We support our people to be the best version of themselves, physically and mentally, so they can be the best support for our customers. If our customers deserve outstanding healthcare, then so do you. 

- Career development; You’ll have a real say in shaping the future direction of the business and your own career because we believe that when you grow, Bupa grows. 

- Access to leading training and professional development - supported by our quality education team and expert clinicians with a commitment to clinical excellence

- Comprehensive induction and buddy program - we set you up for success from the outset and ease you into your new role with support 

- Be recognised and rewarded - Bupa Love Reward & Recognition Program ensures that the gratitude of our residents and their families is passed on to staff who deserve it  

Be at the Heart of It – your new team is ready to welcome you!

Just so you know, everyone will be required to complete pre-employment checks as part of the application process. 

Bupa cares about creating and sustaining a safe and inclusive workplace where our team members feel they belong regardless of gender identity (including how one chooses to express it), ethnicity, disability (physical, mental and/or sensory), sexual orientation, religion or life stage. We are committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.  

** Eligibility criteria and conditions apply