Scheduling Coordinator/Customer Support

At Australian Unity, we’re reimagining how health and care are delivered in local communities. By working together differently, we help customers live healthier, more independent, and fulfilling lives while staying connected to supportive communities. As a Scheduling Coordinator – Customer Support, you will play a critical role in ensuring our services run smoothly while delivering a high-quality experience for our customers. This role combines workforce scheduling and customer support, requiring strong organisation skills, adaptability, and a customer-first mindset. You will optimise scheduling processes to ensure care services are delivered efficiently and meet customer needs. At the same time, you’ll act as a key point of contact managing enquiries with empathy, accuracy, and professionalism, and supporting positive outcomes across their care journey. This is a matrix role with two core focus areas: 5:00am – 9:00am: Out-of-hours Scheduling Coordinator support 9:00am – 1:00pm (Mon–Thu) / 1:30pm (Fri): Customer Support (inbound enquiries) This is a full-time, remote (work from home) opportunity. Key Accountabilities: Manage care worker rosters, including daily changes, leave requests, and schedule adjustments Handle high-volume inbound enquiries, resolving issues quickly and aiming for First Call Resolution Act as the first point of contact, providing clear, accurate, and empathetic customer support Coordinate services and third-party bookings to ensure seamless delivery Maintain accurate system records to support payroll, compliance, and reporting Use systems and data to support scheduling decisions and improve processes Collaborate with internal teams and escalate complex queries as needed What You’ll Bring: Experience in scheduling or rostering across multiple services Background in a high-volume contact centre environment (desirable) Strong organisation, adaptability, and resilience in fast-paced environments High attention to detail and commitment to quality and compliance Excellent communication, active listening, and rapport-building skills Ability to manage changing priorities and tight deadlines Confidence using Microsoft Office and CRM/contact centre systems (e.g. Genesys, Salesforce, Lumary – desirable) Why work for Australian Unity? Additional Leave benefits including Community, Wellbeing & Deep Listening Leave Career development with full access to LinkedIn Learning & internal opportunities Staff discounts across our insurance products, travel and retail partners Fitness Passport – discounted access to 1,500+ gyms & facilities Novated Car Leasing options through our partners Maxxia or Flair Cars 14 weeks paid Parental Leave Click APPLY or contact Caroline Gray (Talent Acquisition Specialist) at [email protected] for a confidential discussion. Australian Unity is an Equal Opportunity employer, and we encourage applications from all members of the community, including people of Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people. To view our Reconciliation Action Plan, please click https://www.australianunity.com.au/about-us/reconciliation-action-plan