Customer Care Manager – Home Care

 Home care is care that comes to you. With HCA’s home care services, you can maintain your independence in your own home for longer. Whether you need a little help around the house or care for more complex lifestyle needs, our in-home care specialists are experts at developing personalised care plans that meet your unique needs. 

Are you passionate about making a meaningful difference in the lives of older Australians? We are looking for a proactive and compassionate Customer Care Manager (CCM) to join our dedicated team, supporting clients across Victoria, South & Western Australia.

This exciting new role will provide flexible support across the growing business, ensuring we have the capacity to respond to fluctuations in client numbers. The roving function will step in to support clients during periods of increased demand or when the usual CCM is on leave.

The majority of this work will be delivered remotely, with the possibility to conduct home visits where proximity allows.

In this client-facing role, you will serve as the primary point of contact for both new and existing home care clients, guiding them through their aged care journey with empathy, professionalism, and expertise. You will be responsible for delivering high-quality, personalised support and ensuring clients’ needs are consistently met throughout your period of care.

Key Responsibilities

• Act as the main point of contact for clients, ensuring delivery of exceptional customer service and tailored home care solutions.
• Build and maintain meaningful relationships with clients and their families to understand their goals, preferences, and individual needs.
• Conduct comprehensive assessments and develop personalised care plans that support client independence and wellbeing.
• Ensure that clients and their families feel well supported during times of temporary coverage by this roving CCM role
• Monitor service delivery through regular communication, care plan reviews, and client feedback to ensure satisfaction and high standards.
• Collaborate with Registered Nurses and Allied Health professionals to coordinate care for clients with complex needs.
• Work closely with internal teams (Support Worker Service Delivery Lead, Recruitment and Rostering) to ensure services are delivered efficiently and meet client expectations.
• Support workforce planning by contributing to the recruitment and matching of suitable care workers.
• Provide comprehensive handover notes to permanent CCMs

What You’ll Bring

Experience & Skills:

• Strong communication and relationship-building skills with a customer-first approach.
• Ability to quickly become familiar with new clients and flexibility in the teams that you work with
• A proactive and results-driven mindset, with the ability to meet business targets and deadlines.
• Solid understanding of the Home Care environment or other health-related services.
• Experience in a customer-focused service business.
• Competency with MS Office and Client Relationship Management (CRM) systems.
• Ability to work independently while collaborating as part of a broader team.

Mandatory Requirements

• A current National Police Check (ACIC accredited), stating suitability to work in aged care or with vulnerable persons.

What’s in it for you ?

We work together as a team, we never forget that we’re people-focused, and we respect relationships with each other.  With HCA you’ll be rewarded with:

• A fabulous discount on BUPA Private health Insurance – 7%! 
• Hybrid Work: Enjoy flexible hybrid working conditions that empower work-life balance
• Access to extra leave with a day off for your birthday plus a rewards and benefits platform
• Salary Packaging – novated leasing available with Smart Group 
• Be part of a well-respected Australian based organisation of more than 3,000 employees!
• Benefit from ongoing training and support with access to an education allowance to nurture your skills and career

At HCA we are committed to embracing diversity and committed to providing a safe working environment.  Veterans are encouraged to apply.
  
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