Customer Coordination Specialist
Sydney / Brisbane / Melbourne
HomeMade Customer Operations – Customer Support /
Full Time /
Hybrid
This role is for HomeMade - a related entity of Mable
HomeMade is a related entity to Mable and operate as a completely separate business, however both have a shared vision for self-management.
We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home.
Leveraging on our technology platform, we are an approved provider that specialise in self-management. We partner with our customers to create unique support plans that meet their needs and optimise their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support.
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We have an exciting opportunity to join our team as a Customer Coordination Specialist. You will play a key role in helping customers connect with quality support through their Home Care Package, enabling them to live independently and achieve their goals.
Reporting to the Customer Support Manager, you will work across internal teams and with service providers to deliver a high-quality, person-centred experience that aligns with the self-managed model. This includes both new customer onboarding and ongoing support throughout their journey.
Key Responsibilities
- Partner with new and existing customers to understand their goals, preferences, and care needs, aligning support services with their Support Plan and budget.
- Use outbound communication to build and maintain strong customer relationships, proactively coordinating care and identifying additional needs.
- Educate customers on their package inclusions, exclusions, budget position, and self-management responsibilities, including co-contributions where relevant.
- Collaborate with Support Partners, Clinical, Customer Support, and Onboarding teams to facilitate timely onboarding and ongoing service planning.
- Source and coordinate external service providers, ensuring alignment with customer needs, availability, and preferences.
- Support customers to use the HomeMade Customer Portal and other digital tools to manage their services effectively.
- Ensure all records are accurate and up-to-date, including customer profiles, shift notes, and provider details.
- Identify dissatisfied customers and follow internal resolution pathways, escalating where appropriate.
- Maintain alignment with the Aged Care Act and Aged Care Quality Standards in all interactions.
- Attend team meetings and contribute to process improvement, quality, and risk initiatives.
- Provide general operational support across Customer Support during periods of high volume (e.g. phones, reimbursements, cases).
- Uphold team KPIs and contribute to the overall success of the Customer Coordination function.
Your Skills and Expertise
- A strong sense of empathy and commitment to customer outcomes
- Confidence in discussing budgets, support plans, and financial contributions
- High-level written and verbal communication skills
- Strong time management and organisational skills
- Critical thinking and initiative to solve problems and improve processes
- Curiosity and drive to deliver exceptional service in a fast-paced environment
- Confidence in using Salesforce, Google Suite, and other cloud-based systems
- A positive, team-oriented approach to shared goals and outcomes
- Experience in a customer service, case management or coordination setting (aged care experience valued but not required)
Who you will be working with
You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a Supportive family-friendly working environment.
The values we live by
🫶🏼PUT PEOPLE FIRST - People and relationships matter most
🪁 FOSTER FREEDOM - Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions
💖DO THE RIGHT THING - What is fair, honest, open, ethical, and transparent
💡BE BOLD - With a vision to imagine and create a brighter future
Life at HomeMade
🏠 Hybrid set-up - We’re a hybrid workplace, balancing time in the office with remote work.
💕 We care - Be surrounded by a supportive, family-friendly working environment.
🪴 Keep growing with us - Ongoing career development opportunities.
🎉Floating Public Holidays - Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion.
🌴 Flexi Leave Days - Get one extra paid leave day per quarter for what makes you happy.
❤️🩹 Employee Assistance Program - A 24/7 service that includes counselling for you and your immediate family.
👶 Access parental leave - Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
🖥️ Hybrid set up allowance - Create your perfect home office setup! Whether it’s a comfy chair, a second screen, or faster Wi-Fi, we support you in making your home office more comfortable.
We are one
As an organisation we celebrate our diversity and welcome all people regardless of lifestyle, ethnicity, faith, sexual orientation, and gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well just bring something to HomeMade that we are looking for!
We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.
