The Client Engagement & Administration Officer plays a vital role in connecting potential and existing clients with our home care services. This position is responsible for handling client enquiries, managing communication channels, monitoring client progress, and assisting with lead generation activities. The ideal candidate is well-spoken, professional, and skilled in using marketing and administrative tools to grow the business and maintain exceptional customer service standards.

Key Responsibilities

• Respond promptly and professionally to incoming calls, emails, and online enquiries from potential and existing clients.

• Provide accurate information about services, pricing, and processes, and assist clients in accessing appropriate care.

• Maintain the client database with up-to-date records and follow-up notes.

• Use marketing and CRM tools to identify, track, and convert leads into active clients.

• Support marketing activities by contributing to social media posts, newsletters, and promotional materials.

• Build strong relationships with clients, families, and referral partners to enhance trust and loyalty.
  
  

• Experience in customer service, client engagement, or administration (healthcare or aged care sector preferred).

• Familiarity with marketing or sales processes, particularly in a service-based industry.

• Tertiary qualification in Business, Marketing, or related field (desirable but not essential).

• Excellent verbal and written communication skills, with a warm and professional phone manner.

• Strong organisational skills with the ability to multitask and prioritise effectively.

• Competency in CRM systems, Microsoft Office, and basic marketing tools (e.g., Canva, social media platforms).

• Knowledge of lead generation strategies and client conversion processes.

• Ability to work both independently and as part of a collaborative team.

• Empathy and understanding of the needs of seniors and people with disabilities.