Client Experience Specialist

About Us

Harbour At Home is recognised on the Coffs Coast and surrounds, with our care professionals known and trusted by local people for over 30 years.

A career at Harbour At Home is more than a job—it’s your chance to join a community of like-minded people that want to make genuine difference to others lives every day.

We truly connect with our clients and team. Here, you're not just an employee, you're part of a community that appreciates you and your unique contributions.

We offer flexibility to balance work and personal life, chances for growth and learning, and a supportive environment with people who share your passion for helping others.

If you want to work where your efforts make a real difference and you're valued for who you are, we welcome you to join our team.

About The Role

We’re looking for a Client Experience Specialist to manage client enquiries and support a smooth onboarding process. As the first point of contact for many clients and families, you’ll handle phone calls, respond to questions, and work closely with the Intake and Quality teams to ensure a high standard of service.

The role also involves maintaining accurate records, supporting basic budgeting tasks and contributing to process improvements across the client journey.

This is a great opportunity for someone who’s organised, confident on the phone and committed to delivering clear, respectful support to older Australians and their families.

Key responsibilities include:

• Responding to client calls and enquiries, and escalating when needed
• Supporting new client onboarding and follow-up check-ins
• Recording accurate client information in HubSpot and My Aged Care
• Assisting with complaints and feedback resolution
• Helping prepare draft budgets for potential clients
• Identifying and suggesting improvements to client processes
• Providing admin and logistics support for events and outreach
• Collaborating with internal teams to ensure a consistent client experience

The Perks

• Work-life balance to suit your lifestyle
• Varied and rewarding work
• Meaningful impact – Help people stay safe, independent and well in their own homes
• Supportive team – Join a well-established and growing organisation that truly values its nurses

What We’re Looking For

You’re a confident communicator and natural problem-solver who enjoys creating positive experiences. You’re tech-savvy, organised, and passionate about making systems and services better for the people who rely on them.

You’ll also need:

• Experience in a customer service or client-facing administrative role
• Knowledge of Home Care Packages and the aged care system
• Familiarity with the My Aged Care Portal (ideal)
• Proficiency in CRM platforms – HubSpot experience preferred
• Strong written and verbal communication skills
• Financial literacy and comfort assisting with budget preparation (desirable)
• A proactive mindset and attention to detail
• A collaborative approach and commitment to client care excellence
• Tertiary qualifications in aged care, community services, business administration or similar are highly regarded, but not essential.

Ready to Join Us?

If you’re looking for a role where you can make a genuine difference, apply today! Let’s create better health outcomes together.