• Love chatting and solving problems? This role is made for you!
• Join our growing Home Care team - based at Mulgrave
• Competitive renumeration | Enjoy not-for-profit salary packaging benefits!

About the role

As a Customer Solutions Officer (CSO), act as the friendly first point of contact for existing AHAC consumers and manage intake for prospective consumers. Respond promptly to queries, troubleshoot service and care matters, support feedback and concerns, escalate issues as needed, and ensure a smooth, successful transition into VMCH services. 

Working arrangements for this role are 4 days in the office and 1 day at home each week, with standard hours of 9am to 5pm.

Your focus will include:

• Being the first point of contact for clients and enquiries, providing friendly and clear support
• Guiding new enquiries, explaining service options, and helping clients feel confident
• Managing referrals, setting priorities, and keeping accurate records
• Handling calls, emails, and client updates efficiently
• Resolving issues quickly and escalating when needed
• Keeping clients informed about any changes to their services

About you 

You are a clear communicator with a positive, can-do attitude and friendly energy. Organised and tech-confident, you handle high-volume enquiries, solve problems quickly, and keep clients informed. You enjoy working with others and bring enthusiasm to every day.

Essential

• Strong communication skills and a genuine, client-focused approach
• Experience managing high-volume enquiries in a busy environment
• Accurate documentation and note-taking abilities
• Confidence with technology and willingness to learn new systems
• Ability to work independently and as part of a team
• Problem-solving skills and attention to follow-up
• Current police check
  
• Proficient in Microsoft suite (Excel, Outlook, etc)

Desirable 

• Knowledge of aged care settings and funding streams
• Experience using the Carelink+ system

Why VMCH?

Because the people we employ make it a great place to work! In addition, VMCH will provide you with:

• A rewarding and supportive work environment, with opportunities for professional development and career progression. 
• A competitive salary plus salary packaging benefits that can increase your take-home pay. 
• A flexible and family-friendly work culture, with wellbeing initiatives and paid parental leave. 
• Employee assistance program including employee, manager, career, conflict, nutrition and lifestyle, money, family, and legal assistance.
• Discounted private health insurance, school holiday programs and car hire.
• The opportunity to open a high-interest savings account with our banking partner.
• We value diversity, champion inclusion, and encourage applicants from all backgrounds, and with all abilities, to consider joining our vibrant community.

About us

Here at VMCH our services are as diverse as the people we support. As a for-purpose organisation, love, joy, hospitality, and courage aren’t just words to us, they guide us in everything we do. While we’ve been around for over a century, we’re always moving forward. We stay true to who we are by supporting people and families to live their best lives, providing a place to call home and spaces to learn and grow.

If you meet the above criteria and are passionate about making a positive difference in people’s lives, we would love to hear from you.

To work at VMCH, you will be required to provide proof of work rights and a current Australian Criminal History Check.

We do not accept unsolicited resumes, emails and phone calls from recruitment agencies.