Looking for a job that allows you to combine your skills and passion with meaningful purpose? Read ahead!

Come and join Australia's most innovative and dynamic home health organisation!

Hi there, we’re Five Good Friends, and we’re an approved aged care and registered NDIS service provider. We help our clients (we call them Members) live vibrantly in their own homes by wrapping a care team around them and their families. Our software coordinates in the background so our teams can do their best work.

Good people using friendly software is how we do care differently and why we’re invited back into the homes of our Members over 29,000 times a month. More and more people are choosing Five Good Friends and we want to help them.

Our Care Advice Team is the first friendly voice our potential Members (and their families) hear — they’re passionate about helping people understand their options and start their care journey with confidence. That’s where you come in.

About the Role

We’re looking for an Assistant Care Advice Team Leader (Inbound) to support our Care Advice Team Leader in overseeing inbound enquiries and ensuring service levels are consistently achieved.

This is a hands-on role — you’ll be jumping on calls yourself, supporting queue coverage, and making sure every prospective Member experiences warmth and professionalism. At the same time, you’ll act as a coach and mentor to our Care Advisors, offering real-time feedback, encouragement and guidance to help them thrive.

Although your main focus will be inbound enquiries, you may also provide support to the outbound team from time to time to ensure service levels and customer experience remain strong across both functions.

This role requires flexibility to work evenings and weekends to support the team and ensure consistent coverage.

The core responsibilities of the role include:

Monitor inbound call coverage and queue management to ensure service levels and wait times are achieved.

Actively contribute to handling inbound calls to stay connected with team challenges and potential Member needs.

Act as the first escalation point for Care Advisors during live calls and daily workflows.

When required, provide coaching and floor support to the Outbound Care Advice team to ensure consistent service delivery across both functions.

Provide real-time coaching, mentoring, and quality feedback on inbound conversations.

Support onboarding and training of new Care Advisors, fostering a positive and collaborative team culture.

Ensure inbound leads are effectively converted into sign-up meetings with the Sign-Up team.

Support Care Advisors in managing their lead pipelines, follow-ups, and callbacks.

Track service levels and performance, contributing insights and recommendations for improvement.

Stay up to date with policies, funding schemes, and service offerings to ensure accurate guidance for Members.

Do you have what it takes?

3+ years’ experience in a high-volume inbound sales or contact centre environment.

Proven ability to manage inbound workflows, service levels, and team adherence.

Experience mentoring, coaching, or acting as a “senior” or “2IC” within a team.

Strong communication and problem-solving skills — you’re calm and supportive under pressure.

Hands-on experience with CRM and call centre technologies.

Excellent organisational skills and the ability to juggle multiple priorities.

Previous experience in aged care, health, or service industries is highly regarded.

Most importantly, you’re:

Customer-centric and passionate about delivering excellent service.

A hands-on leader who balances personal contribution with team coaching.

Approachable, calm, and supportive — especially in high-volume situations.

Proactive, adaptable, and solutions-focused.

A team player who naturally aligns with our mission and values.

What’s in it for you?
The way we work and the perks we offer are designed to help you live a fulfilling life. The work we do is meaningful, and the problems we solve are interesting.

A competitive salary package that recognises your skills and experience.

This role is fully remote, giving you the flexibility to work from home every day. At the same time, we believe connection matters — you’ll join regular virtual team huddles and travel a few times each year for team and business get-togethers. It’s the best of both worlds: the flexibility of remote work with the energy and collaboration of an engaged team.

Annual $500 health and wellbeing allowance to spend on anything that supports your wellbeing.

Extra annual leave accrual after 2 years of service, with the option to purchase additional leave.

Access to our Employee Assistance Program for free, confidential, professional counselling.

Parental leave benefits including top-up wage and superannuation payments.

One free Five Good Friends membership plan (worth $7,000+ per year) for a loved one supported by us.

Work with a team that has an employee engagement score 17% above industry average.

After 5 years, enjoy a fully paid trip to Okinawa, Japan — the community that inspired Five Good Friends.

If you’re a hands-on, people-focused leader who thrives in a fast-paced inbound environment and loves mentoring others to succeed, we’d love to hear from you.

Find out more about Five Good Friends here:
https://www.fivegoodfriends.com.au/corporate/about-us

How to Apply

If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity. Please include your CV and a cover letter in your application, telling us a bit about yourself and your suitability for this role within our organisation.

Please, no external agencies or recruiters.