Customer Care Manager - Warrnambool

Company Description

 Home care is care that comes to you. With HCA’s home care services, you can maintain your independence in your own home for longer. Whether you need a little help around the house or care for more complex lifestyle needs, our in-home care specialists are experts at developing personalised care plans that meet your unique needs. 

Job Description

Are you passionate about making a meaningful difference in the lives of older Australians?

We are looking for a proactive and compassionate Customer Care Manager to join our dedicated team, supporting clients across our home care caseloads in the Warrnambool region.

You will serve as the primary point of contact for both new and existing home care clients, guiding them through their aged care journey with empathy, professionalism, and expertise. You will be responsible for delivering high-quality, personalised support and ensuring clients’ needs are consistently met throughout your period of care.

Day to Day you will:

• Act as the main point of contact for clients, ensuring delivery of exceptional customer service and tailored home care solutions.
• Build and maintain meaningful relationships with clients and their families to understand their goals, preferences, and individual needs.
• Conduct comprehensive assessments and develop personalised care plans that support client independence and wellbeing.
• Monitor service delivery through regular communication, care plan reviews, and client feedback to ensure satisfaction and high standards.
• Collaborate with Registered Nurses and Allied Health professionals to coordinate care for clients with complex needs.
• Work closely with internal teams (Support Worker Service Delivery Lead, Recruitment and Rostering) to ensure services are delivered efficiently and meet client expectations.
• Support workforce planning by contributing to the recruitment and matching of suitable care workers.

Lets talk about you! 

You bring strong communication and relationship-building skills with a customer-first approach, and you’re able to quickly build rapport with new clients while adapting to different teams. You are proactive and results-driven, with the ability to meet business targets and deadlines. You have a solid understanding of the Home Care and broader health services environment, experience in a customer-focused service business, strong competency in MS Office and CRM systems, and the ability to work independently while contributing effectively as part of a wider team.

Why Join HCA?

✨ People-First Culture – We care deeply about our people and live our values

 💻 Hybrid Work Flexibility – Work from home and the office with great balance

🎉 Extra Leave Benefits – Including a day off for your birthday

 If this sounds like you, put an application in now to be considered.

Mandatory Requirements

• A current National Police Check (ACIC accredited), stating suitability to work in aged care or with vulnerable persons
• Full drivers license, your own registered and insured (comprehensive) vehicle

Veterans are encouraged to apply. At HCA we are committed to embracing diversity and committed to providing a safe working environment.