Customer Care Manager - Home Care Melbourne 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.
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 from Brighton to the Peninsula, 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 HCA'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.
OUR BENEFITS People-Centric Culture: Experience a workplace where people are at the heart of everything we do, guided by our core values. High-Quality Product: Work with a top-notch product, ensuring your efforts are backed by excellence. Supportive Team: Thrive in a close-knit, friendly, and supportive team environment. Continuous Development: Benefit from ongoing training and support with access to an education allowance to nurture your skills and career. Hybrid Work: Enjoy flexible hybrid working conditions that empower work-life balance. Generous Leave: Access extra leave (conditions apply) to recharge and rejuvenate and a day off for your birthday. Our Culture: We are a team working together, we never forget that we're people-focused. We respect human relationships and aim to make a big difference in people's lives across the country. We embrace a culture of inclusivity and we align our actions with Our Values: We are accountable | We care | We are team players | We are leaders Working for HCA will put you in a strategic position, with opportunities for career growth and development along with financial and non-financial benefits. Healthcare Australia will continue to grow at exponential levels over the next few years and offers significant career advancement opportunities for the successful applicant.
This is an opportunity to make your mark within a friendly, supportive, and growing organisation. Please apply here or email your current CV and cover letter outlining your experience.
At HCA we are committed to embracing diversity and committed to providing a safe working environment.
To learn more about HCA:
Only shortlisted candidates will be contacted. #J-18808-Ljbffr