Job description
About the role The role of Navigator works within the Mission and Mission in Action of HammondCare to ensure that they are a first point of contact for staff, clients and other stakeholders including members of the public with enquiries about HammondCare At Home services. 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, they enhance the organisations effectiveness and act as advocates for the HC Mission and values. Incoming calls from customers will be handled by the HammondCare Support Navigator to answer questions and enquiries, handle complaints, troubleshoot problems and provide information. This role is offered on an initial 6 months engagement on a full-time basis subject to extention and/or becoming permanent. Our HammondCare At Home support teams are based at Wahroonga, NSW. Key Focus AreasFirst 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 youCommitment to engage and align with HammondCares Christian Mission, Motivation and Mission in ActionDemonstrated experience in Customer Service or Contact Centre roleStrong organisational abilities, including effective time management and ability to prioritise in a busy work environmentAbility to work both independently and as part of a teamDemonstrated ability to use initiative to problem solve with limited supervisionExcellent analytical skills and attention to detailDemonstrated commitment to excellence in Customer Service principles including conflict resolution to ensure the consistent provision of exceptional service to internal and external customersDemonstrated excellent interpersonal communication skillsStrong 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 environmentAbility to deliver script-adherent service, with empathyDemonstrated understanding of formalised KPIs (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).Culture HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion. We strive on creating an equal employment environment where everyone from any background can be themselves. We believe your job should be rewarding and the ability to make a difference every day is a great place to start. Apply Now Click on "Apply Now" to start the process. Please attach your resume and a cover letter with your application. All short-listed applicants will be asked to consent to a criminal record check and provide evidence of current COVID vaccinations
Address
Wahroonga, NSW
