A growing national organisation in the care and community services space is expanding its Case Management team and has created a brand new Senior Customer Service & Administration Consultant role.
This is an “engine room” position providing essential administrative and operational support to Case Managers, ensuring customers receive seamless, high quality service. If you enjoy complex customer conversations, thrive in structured environments and want to step beyond traditional contact centre work, this could be your next move.
About the Role:
This is an admin focused, customer facing role supporting multiple Case Managers across a portfolio of customers. You will not own individual customers or full cases. Instead, you will be assigned tasks linked to specific cases and play a key role in keeping funding, documentation and support plans on track.
Support the management of customer funding packages and monitor utilisation
Assist with budget updates, plan adjustments and funding upgrades
Contact customers, representatives and allied health professionals to gather or provide information
- Respond to complex enquiries and escalations
- Maintain accurate documentation to meet quality and compliance standards
- Assist with referrals and follow up on outstanding assessments or reports
- Work closely with Case Management, Onboarding and Clinical teams
Worth noting, this role offers clear progression pathways across multiple teams within the business.
About You:
You are a strong communicator who is comfortable discussing funding, entitlements and support options. You bring a calm, solutions focused approach and enjoy balancing administration with meaningful customer interaction.
We are seeking candidates with senior contact centre or Level 2 customer service experience, ideally within aged care or familiarity with My Aged Care, as well as those with a background in claims assessment across government or public sector benefits, life insurance, workers compensation or other complex insurance products.
- Confidence managing documentation, compliance and financial discussions
- Strong time management and the ability to juggle multiple tasks
- Experience using CRM systems such as Salesforce and Google Suite
- You are empathetic, organised and motivated by supporting people to live independently at home
- Salary: $75,000 + super
- Locations: Melbourne, Sydney or Brisbane
- Monday to Friday, 8:30am to 5:00pm
- Hybrid model: 2 days in office, 3 days from home
