Customer Service Agent

BlueCare | Customer Service Agent | Customer Service Centre - Caboolture

Rewarding employment opportunity, making a difference in your local community.

Permanent full time position - Caboolture location. Monday to Friday 8am to 5pm service hours.

$31.94 p/h+12% Super+Not for profit salary packaging benefits+staff discounts.

We're looking for a service driven and passionate Customer Service Agent to join our Customer Service Centre. Are you someone who want to make the world a little better through small moments that leave big impacts. To build meaningful relationships and make a difference in the lives of others.

An integral part of our big-hearted BlueCare team, as a Customer Service Agent you'll be encouraged to grow, develop and feel empowered to make the everyday easier for the people we care so passionately about.

Let's make a meaningful difference, together.

Your part in the Blue Care team

Blue Care's Customer Service Centre is poised for an exciting future, with new telephony system, new functions and a focus on continuous improvement in place. We currently have an opportunity available for a customer service driven agent to part of our inbound contact centre team. As a first point of contact, you will receive, assess, process and respond to enquiries within a multi-channel customer service centre environment to ensure a highly efficient and consistent standard of service throughout the customer journey.

What a day in the role looks like:

Receive inbound calls from new and existing customers, stakeholders including and not limited to; General public, families, Social workers, general practitioners, hospitals, funding providers.

Proactively determine customer needs and assist customers to understand suitable care options and/or alternative options, where required.

Interpret and simplify potentially complex information to customers including eligibility, funding and entitlements.

Utilise the knowledge management system procedural guidance and knowledge base system to keep up to date and timely with relevant Blue Care systems and procedures.

Perform customer transfer / referral as defined or where specialist knowledge is required.

Contributes to a team culture that is balanced across people, customer and performance.

What makes a difference for us?

Significant experience in a customer service centre environment.

Well-developed interpersonal skills in order to offer support and elicit customer needs in sometimes difficult circumstances.

Demonstrated problem solving skills including the ability to identify care options to meet customer needs.

Proven ability to multi-task in a fast-paced environment.

Proven ability to positively contribute to, and work as part of, a multi-functional team in addition to operating independently to achieve key performance indicators (KPI's).

Proven ability to quickly acquire the knowledge of and adhere to all relevant practices, policies and procedures within a workplace.

Minimum intermediate level of demonstrated knowledge and skills in various computer software packages, i.e. CRM, Microsoft Office suite and database applications.

Employee Benefits:

Save tax and increase your take home pay by salary packaging your everyday living expenses and bills (up to $15,900) and meal entertainment (up to $2,650) per annum.

A recognition and rewards platform, providing employee discounts at hundreds of retailers, including everyday expenses, holidays, health insurance, annual awards celebration, wellbeing and employee assistance programs.

12 weeks paid parental leave and 2 weeks paid partner leave, available after 6 months service, in addition to the government scheme.

Diversity and inclusive leave, offering paid gender affirmation leave and cultural leave options (paid and unpaid) for those who may celebrate Lunar New Year, Diwali, Ramadan, NAIDOC weeks and other significant cultural events.

Career development opportunities with one of the most trusted community and residential care providers in Australia to challenge yourself, grow and make a meaningful difference.

BlueCare is proudly part of the UnitingCare Family, we'd love you to be too.

Joining the state's largest network of aged care workers with its over 8,000 strong, bright team in blue, you'll also be welcomed as part of the UnitingCare family. With more than 16,500 staff and 9,000 volunteers across our brands of BlueCare, Lifeline, ARRCS, The Wesley Hospital, Buderim Private Hospital, St Stephen's Hospital, and St Andrew's War Memorial Hospital, you are part of something bigger. Our team are compassionate, inclusive and committed to the work we do, helping people live life in all its fullness.

Child safe, Child friendly

UnitingCare is committed to being a Child Safe, Child Friendly organisation and will:

Provide welcoming, safe & nurturing services for children.

Implement measures to prevent child abuse and neglect within our services.

Appropriately and immediately address child abuse and neglect if it does occur.

Diversity & Inclusion

Our approach is simple –everybody is welcome here. At UnitingCare, diversity is at the core of our who we are, our mission and our values. We are committed to providing equal opportunities to all employees no matter their sex, race, culture, sexual orientation, disability or gender identity. Demonstrating our commitment to reconciliation and building long-term employment opportunities for First Nations peoples, UnitingCare strongly encourages Aboriginal and Torres Strait Islander applicants for this position.

Safe workplace

We work hard to make our services welcoming and safe for every person. We are united in keeping children, young people and the elderly safe from harm, within our services, workplaces and the communities we support. We are committed to speaking up loudly for their safety.