Why Choose Amana Living?

Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care homes, transition care programs, retirement living villages, home care, day care, respite, and dementia specific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

Our vision is a community where every older person is honoured and valued. Our mission is together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our values are compassion, collaboration, curiosity, inclusion and trust. Amana Living is proud to lead in reforms that benefit our workforce, caring for those who care for a career.

Our Benefits

• Competitive rates
• Salary packaging benefits up to $18,550
• School holidays childcare assistance
• Health and wellbeing programs and more!
• Ongoing training and development to keep your skills growing.
• Access to our Employee Assistance Program

At Amana Living, we value diversity and welcome applicants from all backgrounds, including those who identify as living with disability, are Aboriginal or Torres Strait Islander, or members of the LGBTIQA+ community. Join us in making a difference!

The Role 

The Customer Service Coordinator is responsible for providing high-quality front-line customer support across all service areas. This role manages incoming enquiries, triages and assigns enquiries to the correct business unit, and ensures timely follow-up.

Key responsibilities

• Customer Enquiries and Support: Respond to calls, emails, triage enquiries, escalate urgent matters.
• Customer Experience and Relationship Management: Maintain positive customer interactions, accurate information, CRM updates. Maintain accurate customer records, and produce KPI reports.
• Cross-team Collaboration: Work with internal teams, support campaign tracking, provide backup coverage.
• Develop, maintain, and continuously improve Standard Operating Procedures (SOPs) for all customer service processes to ensure consistency, quality, and efficiency across the team.
• Create clear, accessible training materials to support onboarding and ongoing capability development.
• Provide onboarding training for new Customer Service team members to ensure they understand systems, processes, service expectations, and organisational standards.
• Coach CS team in real time, offering guidance, feedback and support to build confidence, capability, and consistency in customer interactions.
• Model high‑quality customer service behaviours, acting as a go‑to resource for colleagues seeking clarification or support.
• Record responses from promotional activities and campaigns.
• Cover other roles in the CSC, as directed by the CSC Team Leader.
• Conduct yourself in a professional manner at all times, ensuring a workplace free from discrimination and harassment.
• To take responsibility for a safe working environment in order to prevent injury to self, fellow staff members and others.
• Comply with Amana Living Policies and Procedures as set out in Amana Living Policy Manuals and the Charter of Residents’ Rights and Responsibilities.

About You 

The successful candidate will have proven exceptional customer service experience, responsible for identifying the service needs required and best match the enquiry to the appropriate Amana Living service. You will ensure the service delivery is focussed on the needs of the client.

Competencies & Behaviours

• Ability to understand and communicate financial information and concepts effectively
• Effective time management and problem-solving skills
• Sensitivity to issues of confidentiality, gender, cultural diversity, disability and age in dealing with a wide variety of client groups
• Effective planning and organising skills
• Well-developed written and verbal communication skills
• Able to manage emotional or distressed customers in a supportive manner

Essential Criteria

• Demonstrated customer service experience, preferably in a highly regulated/complex environment
• Knowledge of the Aged Care industry and/or Home Care Common Standards (desirable)
• Strong written and verbal communications skills including ability to empathise and understand our clients’ needs
• High-level computer skills and experience with Microsoft Office applications
• Current Driver’s Licence
• Ability to obtain a National Police Clearance (within 6-months validity)
• Successful completion of pre-employment health form and reference checks
• Evidence of current Flu vaccination

How to apply

If you are interested in this role and meet the essential criteria, please click the "apply now" button. Amana Living reserves the right to close this position prior to the closing date. Shortlisting and interviews will commence immediately.