Job Title

This is a Customer Coordination Specialist role with one of the leading companies in AU right now Mable with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off. More About the Role at Mable To find out more, click [here](We have an exciting opportunity to join our team as a Customer Coordination Specialist. You will play a key role in helping customers connect with quality support through their Home Care Package, enabling them to live independently and achieve their goals. Reporting to the Customer Support Manager, you will work across internal teams and with service providers to deliver a high-quality, person-centred experience that aligns with the self-managed model. This includes both new customer onboarding and ongoing support throughout their journey. Key Responsibilities - Partner with new and existing customers to understand their goals, preferences, and care needs, aligning support services with their Support Plan and budget. - Use outbound communication to build and maintain strong customer relationships, proactively coordinating care and identifying additional needs. - Educate customers on their package inclusions, exclusions, budget position, and self-management responsibilities, including co-contributions where relevant. - Collaborate with Support Partners, Clinical, Customer Support, and Onboarding teams to facilitate timely onboarding and ongoing service planning. - Source and coordinate external service providers, ensuring alignment with customer needs, availability, and preferences. - Support customers to use the HomeMade Customer Portal and other digital tools to manage their services effectively. - Ensure all records are accurate and up-to-date, including customer profiles, shift notes, and provider details. - Identify dissatisfied customers and follow internal resolution pathways, escalating where appropriate. - Maintain alignment with the Aged Care Act and Aged Care Quality Standards in all interactions. - Attend team meetings and contribute to process improvement, quality, and risk initiatives. - Provide general operational support across Customer Support during periods of high volume (e.g. phones, reimbursements, cases). - Uphold team KPIs and contribute to the overall success of the Customer Coordination function. Your Skills and Expertise - A strong sense of empathy and commitment to customer outcomes - Confidence in discussing budgets, support plans, and financial contributions - High-level written and verbal communication skills - Strong time management and organisational skills - Critical thinking and initiative to solve problems and improve processes - Curiosity and drive to deliver exceptional service in a fast-paced environment - Confidence in using Salesforce, Google Suite, and other cloud-based systems - A positive, team-oriented approach to shared goals and outcomes - Experience in a customer service, case management or coordination setting (aged care experience valued but not required) If you dont think you''re a perfect fit, you should still sign up to Hatch and create a profile, we''ll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career thats right for them. We model this in our hiring process for our partners like Mable. Applying here is the first step in the hiring process for this role at Mable. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.