Supporting our team to grow with us

by KinCare — 13 May 2021

Career growth is one of the top priorities applicants look for in a job. It’s certainly a reason our new Junior Customer Care Manager, Prue, was attracted to KinCare.

When Prue started in our Perth National Call Centre in early 2018, she already had ambitions of a long career with KinCare. The chance to join the Customer Care Team earlier this year, where she has a more hands-on role supporting Customers, was a natural stepping stone. Receiving training and mentoring from an experienced Customer Care Manager was the icing on the cake.

With a background in finance and insurance, moving to KinCare was a big change for Prue, but a career switch she couldn’t be happier with. After her first role with KinCare in the National Call Centre, Prue moved to the Service Delivery and Scheduling team, before landing in Customer Care in February this year.

“It’s the best thing I’ve done in my career. I’ve been so lucky with KinCare to have those opportunities to get where I am now in such a short amount of time,” she says.

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“Having that level of knowledge [of KinCare] and knowing how different areas of the business work has been a huge advantage.”

For Prue, the on-the-job case management training and mentoring she has received from experienced Customer Care Manager, Kathleen, has been crucial in helping her gain confidence in the new role.

“I’ve always felt really supported and encouraged to learn and to develop. Having Kathleen show us the ropes has been really, really positive, as has the support from our Manager, Glenys. I don’t ever feel like there’s a silly question or there’s nothing they can’t help me with.”

For Kathleen, who works from KinCare’s Brisbane office, sharing her experience and knowledge with the new Customer Care recruits has been a rewarding way she could ensure KinCare’s Customers were getting the best service possible.

“I was excited to hear about the Junior Customer Care Manager role, and really happy to jump in and help out,” she explains, saying she was involved in interviewing Prue, and guiding her through the case management induction and orientation process.

“Mentoring is very rewarding because you’re able to impart some of your knowledge and skills for others to use in their own style and way. Seeing Prue grow, and then hearing the stories on how she’s managed certain situations, is really rewarding,” Kathleen says.

With several months as Junior Customer Care Manager now behind her, Prue is certainly feeling more settled and confident. Prue is content knowing she is making a difference to people who need it.

“I work for a company that’s doing good things, that’s really important to me. To know I’m making a difference to Customers…makes me feel really good about what I do.”