Enquiry Line Support Officer (HC) Fixed Term

Job description

About the Role As an Enquiry Line Support Officer, you will play a vital role in supporting our scheduling team by handling a variety of calls on our Home Care Enquiry Line. You'll assist Community Support Workers (CSWs) with client issues, scheduling changes, procedural matters, and system-related questions. This role also includes providing an after-hours service from 6.00am to 8.30am. Your exceptional communication skills and positive attitude will ensure every interaction is a positive experience for our clients and CSWs. Community Support Workers encouraged to Apply. Please note this is a full time role fixed term contract. Key Responsibilities: - Exceptional Communication: Answer calls on the Enquiry Line with a positive attitude, providing guidance, support, and exceptional customer service. - Problem-Solving: Assist with troubleshooting ComCare issues, escalating as necessary through appropriate channels. - Incident Management: Escalate and document incidents using Riskman and ensure client communication is recorded in the CRM. - Scheduling Support: Monitor SharePoint queues for changes, cancellations, and leave requests, ensuring timely action and communication with releva...