Customer Support Specialist

On-site

Posted 7 months ago

HomeMade Care Management

Job Description

An exciting opportunity exists to join our team as a Support Specialist, helping people to live the life they want.

Reporting directly to the Service & Support Manager you will be working closely with our Support Partners to deliver a personal, friendly, high-quality service experience as our customers go through all stages of the HomeMade journey.

To support our customers and keep operations running smoothly, we require flexibility to work within the hours of Monday to Friday, 7:00am – 7:00pm. Full-time team members work 38 hours per week, with schedules rostered within these operating hours.

Responsibilities

Key Responsibilities

Support HomeMade customers through proactive and reactive communications via multiple channels

Manage a high volume of inbound and outbound phone calls and emails (known internally as cases)

Work closely with the Support Partners to sign up, onboard and deliver ongoing support to Homemade customers.

Provide high quality customer support, guidance and training to customers to help self-manage their HCP and achieve their goals

Daily management of customer account documentation, including updating customer profile, accounts and shift notes. Updating systems (Salesforce) and Support Partners

Follow up on outstanding Customer inquiries, feedback and complaints.

Recognise unhappy customers and work towards a resolution or escalate where required

Liaising with our internal accounts team to facilitate swift onboarding of Service Provider, make payments and update Customer accounts

Engage in regular workshops and team meetings to evaluate current processes and procedures with a viewpoint to continuous improvement

Proactively work with customers to help get the most out of systems and Service Partners platforms

Adhere to team processes and procedures and meet individual and team KPI

Advocate for customers to ensure their needs are met and inquiry resolved

Assist the Onboarding Management with ad hoc tasks at the discretion of the Senior Manager

Undertake other duties and responsibilities as required.

The key to your success

Bring empathetic and supportive customer service skills to our full range of customers and experiences, including responding to technical enquiries.

You will be proactive, a critical thinker and a great problem solver

You are a good listener, problem solver and people person

You pride yourself and gain great satisfaction in providing amazing customer service

You care about your customers and will always go the extra mile to get them the best outcomes

HomeMade is a technology enabled business, therefore we need tech savvy people who love to learn new things and experience troubleshooting

You need to be confident using Google suite, Salesforce, and cloud-based contact centre software or can demonstrate an ability to pick similar systems up quickly

Experience in a customer service, sales/account management environment is preferred

You enjoy working in a team towards team goals, deadlines and weekly KPIs

You approach work with high-energy, drive and internal motivation in a fast paced and flexible environment

Strong connection to, or interest in building an understanding of the Australian disability and aged care sectors and communities

You exhibit adaptability, resilience, transparency, trustworthiness, passion and innate curiosity

It’s important to note that while home/ aged care experience is appreciated, it's not essential to succeed in the role.

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About the job

Posted on: Feb 6, 2026
Job type: Full-time
Location: Sydney, Brisbane, MelbourneOn-site

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Responsibilities

Key Responsibilities

The key to your success

Ready to Apply?

About the job

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