Call Centre - Customer Support

At Australian Unity, we’re reimagining how health and care are delivered in our local communities. By working together differently, we help customers live healthier, more independent, and fulfilling lives, while staying connected to supportive communities.

As a Health Concierge – Customer Support, you’ll be the first point of contact for our customers, providing empathetic, accurate and timely support across their aged care journey. You’ll manage a high volume of inbound enquiries, resolve issues efficiently, and build strong relationships that support positive customer outcomes.

This is a full-time, Tuggerah or Warners Bay NSW based role, offering hybrid flexibility (3 days in office, 2 from home) after successful completion of a 6-month probation period.

Key Accountabilities

• Handle high-volume inbound calls from customers, families and care workers
• Resolve enquiries across services, scheduling, billing and care support by providing clear and accurate information
• Deliver First Call Resolution (FCR) wherever possible
• Accurately document interactions using systems such as Genesys and Procura
• Follow business rules for warm transfers, escalation pathways and accurate task/note creation
• Collaborate with internal teams to ensure timely customer resolution
• Manage complex queries with empathy and professionalism

What You’ll Bring

• Recent experience (within the last 12 months) in a high-volume contact centre
• Proven ability to manage complex customer enquiries end-to-end
• Strong communication, active listening and rapport-building skills
• Experience working in structured, process-driven environments
• Confident using CRM/call centre systems (e.g. Genesys, Salesforce, Lumary - desirable)
• High attention to detail and strong time management skills
• Experience in health, aged care or community services desirable but not essential

Why work for Australian Unity?

• Additional Leave benefits including Community, Wellbeing & Deep Listening Leave
• Flexible Work Options –hybrid role combining 3 Branch days & WFH after successful completion of your 6 month probation period
• Career development with full access to LinkedIn Learning & internal opportunities
• Staff discounts across our insurance products as well as our travel and retail partners
• Fitness Passport – discounted access to 1,500+ gyms & facilities
• Novated Car Leasing options through our partners Maxxia or Flair Cars
• 14 weeks paid Parental Leave

Click APPLY or contact Caroline Gray (Talent Acquisition Specialist) at cagray@australianunity.com.au for a confidential discussion.

Australian Unity is an Equal Opportunity employer, and we encourage applications from all members of the community, including people of Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people. To view our Reconciliation Action Plan, please click https://www.australianunity.com.au/about-us/reconciliation-action-plan