Customer Care Manager - Gippsland Care Services - Warragul

Description:

As we mark over 50 years of success, our commitment to our people remains at the heart of everything we do. We prioritise a healthy work-life balance, create opportunities for career growth, and foster a workplace where every employee feels valued. Together, we play a pivotal role in shaping the future of healthcare in Australia.
As part of HCA, Gippsland Care Services proudly provide a range of home care and support services tailored for people living in the Gippsland Region. Our services are focused on helping older adults stay well, live independently within their communities, and maintain their social networks and lifestyles
About the role:
The Customer Care & Business Relationship Manager is a dual-role position responsible for fostering strong customer relationships and driving business growth within the home care sector. With clients located in the local area, this position will focus on delivering exceptional customer service, managing a caseload of clients, and implementing effective customer care initiatives, while also leading business development strategies to increase Healthcare Australia’s market share. The role will collaborate closely with internal teams to ensure service excellence and expand Gippsland Care Service's customer base through the development of sustainable relationships and growth initiatives.
Responsibilities include:
Customer Service & Relationship Management:
As the main point of contact for clients, you will provide exceptional customer service and ensure the delivery of high-quality, tailored Home Care services. You will build and maintain strong relationships with clients and their support networks, adopting a customer-first approach to understand and establish their goals, needs, and preferences. This includes conducting comprehensive assessments to develop personalised support plans that address individual requirements and aspirations. Client satisfaction will be a priority, achieved through ongoing communication, consistent service delivery monitoring, and regular case reviews. Additionally, you will collaborate with Registered Nurses and Allied Health professionals to manage clinical care and provide support to clients with complex needs.
Business Development & Intake:
This includes engaging with stakeholders and potential referrers to promote HCA’s services, building a strong customer pipeline, and identifying growth opportunities within the home care sector. By targeting new customers and expanding HCA’s market presence, you will drive the conversion of qualified leads into long-term clients, managing the full sales cycle from lead generation to onboarding. Additionally, monetary incentives are offered for generating organic home care leads and driving sustainable business growth.
Collaboration & Workforce Engagement:

• Work closely with the State Team, Recruitment, and Rostering teams to ensure that services are delivered efficiently and meet customer needs.
• Partner with the Recruitment and Rostering teams to enhance workforce capacity and ensure service delivery aligns with customer expectations.
• Support the onboarding process to ensure the recruitment of the right talent to meet customer service requirements.

To be considered:

• Proven experience in customer engagement, business development , or a similar role.
• Strong communication and networking skills with a focus on building and maintaining relationships.
• Proactive and driven, with the ability to meet business targets and deadlines.
• Knowledge of the Home Care sector or a willingness to quickly learn and adapt.
• Comfortable working with CRM systems and using them with high accuracy.
• Able to work independently while being a strong team player, supporting the broader team.
• Event and marketing experience is a plus, including organising and attending industry events.
• Initiative and a demonstrated "can do" attitude
• Current National Police Check (essential)

About HCA:
Healthcare Australia (HCA) is Australia's largest specialist healthcare workforce provider. We are a large and diverse healthcare business with a strong presence in the staffing of nursing, community, medical, corporate, allied and Crisis Response Management sectors in all States of Australia.
We are proud to offer a wide range of personal care services and domestic services, and are now an Approved Provider of Commonwealth-funded Home Care Package (HCP). Additionally, we are a Provider in the Commonwealth Home Support Program (CHSP) and a Community Nursing Provider for the Department of Veterans Affairs (DVA). Our services are designed to support your independence and enhance your quality of life.
Our culture and benefits:
We work together as a team, we never forget that we’re people-focused, and we respect relationships with each other.
HCA provides a flexible and inclusive workplace culture where you have access to excellent benefits, including access to extra leave with a day off for your birthday plus a rewards and benefits platform.
We are focused on the continual growth and development of our team. This is supported by an exceptional education assistance program that’s accessible by all staff.
Please apply with your current CV and cover Letter.
At HCA we are committed to embracing diversity and committed to providing a safe working environment.
Some roles that involve visiting clients or facilities may require you to be fully vaccinated (Boosted) with the TGA-approved COVID-19 vaccine. The requirement for vaccination is based on the role and site where services are being provided. If you have any questions or concerns, please contact the hiring manager.
To learn more about HCA:
www.healthcareaustralia.com.au
Only short listed candidates will be contacted