Navigator/Scheduler, HammondCare

HammondCare

Location:
Australia, Wahroonga

Category:
Office Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The role of Navigator/Scheduler works within the Mission and Mission in Action of HammondCare to ensure that they are a first point of contact for staff, clients and other stakeholders including members of the public with enquiries about HammondCare At Home services. This role is pivotal in providing excellent customer service, relevant information and linking incoming calls to the most appropriate staff member in an effective and efficient manner. As a key support service for the successful delivery of HC Service plans, they enhance the organisation’s effectiveness and act as advocates for the HC Mission and values. Incoming calls from customers will be handled by the HammondCare Support Navigator to answer questions and enquiries, handle complaints, troubleshoot problems and provide information.

Job Responsibility:

First point of contact for both internal customers (staff) and external customers (clients and other stakeholders, including members of the public) with enquiries about HammondCare At Home services
Respond to enquiries, requests, problems and complaints accurately, efficiently and empathetically

Requirements:

Commitment to engage and align with HammondCare’s Christian Mission, Motivation and Mission in Action
Demonstrated experience in customer service or contact centre role
Strong organisational abilities, including effective time management and ability to prioritise in a busy work environment
Ability to work both independently and as part of a team
Demonstrated ability to use initiative to problem solve with limited supervision
Excellent analytical skills and attention to detail
Demonstrated commitment to excellence in customer service principles including conflict resolution to ensure the consistent provision of exceptional service to internal and external customers
Demonstrated excellent interpersonal communication skills
Strong relationship and rapport building skills (including active listening skills and empathy)
Demonstrated ability to record, report and maintain accurate information efficiently, working in paperless, ‘talk and type’ environment
Ability to deliver script-adherent service, with empathy
Demonstrated understanding of formalised KPI’s (Key Performance Indicators)
Excellent computer skills including database management and Microsoft Office applications (particularly Word, Excel and Outlook)
Knowledge of the Home Care Packages Program Guidelines and Home Care Common Standards

Nice to have:

Certificate level qualification in a relevant field (including Business Administration, Communications or IT) or working towards a similar qualification

What we offer:

Creating an inclusive workplace that promotes and values diversity and inclusion
Equal employment environment where everyone from any background can be themselves

Additional Information:

Job Posted:
July 18, 2025

Employment Type:

Parttime

Work Type:

On-site work

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Navigator/Scheduler