Senior Customer Service & Administration Consultant

Senior Customer Service & Administration Consultant About the Opportunity:

A growing national organisation in the care and community services space is expanding its Case Management team and has created a brand new Senior Customer Service & Administration Consultant role. This is an “engine room” position providing essential administrative and operational support to Case Managers, ensuring customers receive seamless, high quality service. If you enjoy complex customer conversations, thrive in structured environments and want to step beyond traditional contact centre work, this could be your next move.

About the Role: This is an admin focused, customer facing role supporting multiple Case Managers across a portfolio of customers. You will not own individual customers or full cases. Instead, you will be assigned tasks linked to specific cases and play a key role in keeping funding, documentation and support plans on track.

Responsibilities

Support the management of customer funding packages and monitor utilisation

Assist with budget updates, plan adjustments and funding upgrades

Contact customers, representatives and allied health professionals to gather or provide information

Respond to complex enquiries and escalations

Maintain accurate documentation to meet quality and compliance standards

Assist with referrals and follow up on outstanding assessments or reports

Work closely with Case Management, Onboarding and Clinical teams

This is not a high volume, script based contact centre role, but you will make outbound customer service calls. Conversations are detailed and require empathy, confidence and sound judgement. Worth noting, this role offers clear progression pathways across multiple teams within the business.

About You:

Confidence managing documentation, compliance and financial discussions

Strong time management and the ability to juggle multiple tasks

Experience using CRM systems such as Salesforce and Google Suite

You are empathetic, organised and motivated by supporting people to live independently at home

The Details:

Salary: $75,000 + super

Locations: Melbourne, Sydney or Brisbane

Monday to Friday, 8:30am to 5:00pm

Hybrid model: 2 days in office, 3 days from home

If you meet the criteria above and you are seeking a new role within a growing and dynamic organisation then please APPLY NOW. For any specific questions, please contact Stephanie on stephanie@smaart.com.au

Application Questions

Which of the following statements best describes your right to work in Australia?

Do you have senior contact centre or Level 2 customer service experience, in aged care, MyAgedCare, Services Australia, or handling government or complex insurance claims?

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