Customer Care Coordinator

 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. 

As a Customer Care Coordinator, you will be the primary point of contact for customers and play a vital role in ensuring they receive high-quality, personalised support. You will manage a caseload of Home Care customers, conduct assessments, develop support plans, coordinate services, and monitor outcomes to ensure customers receive the best possible care experience.

Working closely with our Recruitment, Rostering, and Service Delivery teams, you will help deliver exceptional customer outcomes while supporting business growth and maintaining compliance with aged care standards.

Employment Type: Full Time, 6-Month Fixed-Term Contract

Day to Day! 

• Manage a portfolio of Home Care customers and provide exceptional customer service
• Conduct customer assessments and develop tailored support plans
• Build strong relationships with customers, families, carers, support coordinators, and referral partners
• Monitor customer outcomes and conduct regular service reviews
• Manage Home Care Package funding, budgets, and service utilisation
• Complete service agreements, quotations, funding reviews, and associated documentation
• Collaborate with Rostering and Recruitment teams to ensure services are delivered effectively
• Support customer onboarding and service commencement processes
• Maintain accurate records, case notes, and compliance documentation
• Respond to customer concerns, incidents, and complaints in accordance with company policies
• Contribute to continuous improvement initiatives and service excellence

Lets talk about you! 

You bring experience within aged care, healthcare, community services, disability services, or a similar customer-focused environment and are passionate about delivering exceptional customer experiences. You have strong relationship-building and stakeholder engagement skills, excellent written and verbal communication abilities, and thrive in a fast-paced environment where you can effectively manage competing priorities and deadlines.

You are proactive, adaptable, and solutions-focused, with experience managing customer caseloads, coordinating services, or supporting care delivery. You are confident using Microsoft Office and CRM systems and can work both independently and collaboratively as part of a high-performing team.

Ideally, you will also have knowledge of Home Care Packages and the aged care sector, experience managing customer funding and service budgets, and an understanding of aged care compliance and quality standards. Experience working within a multi-site service delivery environment and relevant qualifications in healthcare, community services, aged care, or a related field will be highly regarded.

Why you’ll love working with us!

• 24/7 Support – free mental health & counselling via our EAP
• Salary Packaging – including novated leasing with Smart Group
• Study Support – financial assistance for work-related education
• The Gifting Hub – save on brands like Good Guys, Rebel, Amazon & more ️

To be part of a brand with heart – helping connect people to meaningful work in Australia apply for a role with us today. If you have any questions, please contact Katie Longhurst on [email protected]

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

'Support at Home' knowledge and experience desirable.