Customer Enquiry & Contact Officer

Employment Type : Permanent full time

Hours : 38 per week

Location : Our Head Office in Richmond | 2 / 12 Shelley St, Richmond VIC 3121

Upload with Application : Resume, cover letter, and all relevant qualifications

Contact : Roselyn MasQuiren / RMasQuiren@mercy.com.au

Where there’s life, there’s Mercy.

Where there’s care, there’s You.

Through the battles and the breakthroughs, we're there. Where will you be?

For over a century, our incredible teams have provided care for people when they need it most. Our people feel great pride in this, and they value the security and stability we offer. But it also means so much opportunity - to build on all that’s gone before, to grow your impact and gain experience that’s hard to find elsewhere.

As a for-purpose organisation with over 10,000 dedicated, compassionate people, we continue to offer more services and deeper care than ever before. With Mercy, you’ll have the chance to make an impact and gain experience that’s hard to find elsewhere.

At Mercy Health, it’s all about taking what we have and making it better.

To do that, we need you.

Join us as at Mercy Health, and help our teams deliver even greater outcomes.

About the opportunity :

The Customer Enquiry and Contracts Officer role is responsible for driving positive customer, resident, and family experiences to enhance occupancy and operational outcomes across our aged care homes within a designated region. This role, based at our head office in Richmond manages the admissions and sales process, adeptly navigating the referral system to anticipate demand and meet customer needs. The role will contribute to building a strong community and organisational reputation by fostering relationships with key referrers, ensuring ongoing engagement and positioning Mercy Health as a trusted provider of aged care services. Serving as a liaison between referrers and homes, the role will involve advocating for all healthy ageing service streams, including Residential Aged Care (RAC), Home Care, and Retirement Living. They will also collaborate with internal stakeholders to maximise sales opportunities and educate customers on available service options. The role also involves securing brokerage agreements with industry partners to bolster Mercy Health's market presence and facilitate conversions across all service streams.

What you’ll bring :

You’re resilient, compassionate and have a whole lot of heart. Most importantly, you are committed to delivering exceptional resident-centred care.

To thrive in this role, you will have :

Excellent interpersonal and communication skills, both written and verbal.

Proactive and solution-oriented approach to resolving queries and issues.

The ability to prioritise, organise, and complete tasks within deadlines while maintaining a high level of professionalism.

Exceptional time management and attention to detail.

The ability to nurture friendly, respectful relationships with stakeholders and contribute to a collaborative team environment.

Previous experience in managing the admissions process in aged care services is a plus.

You will also be required to provide evidence of, or in the process of obtaining :

A current Police Record Check.

Ready to help us shape the future of healthcare?

Join us and make a meaningful difference in people’s lives - and your career.

Are you ready to apply for this role? Click Apply now

Please contact us if you would like to find out more or communicate any requirements to ensure we provide you with a fair and equitable interview and selection process.

We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture.

We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present.

The team at Mercy Health is as wonderfully diverse as the patients, residents, clients and communities we support. We’re proud to be recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). Mercy Health strongly encourages applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, sexualities, genders, abilities and cultural backgrounds.