After-Hours Coordinator

Te Whakahaerenga | The Organisation

Healthvision is a family-owned provider of homecare, community nursing, and rehabilitation services across Aotearoa. Guided by our family values, we are passionate about supporting people to live their best lives.

We work alongside individuals, their families, and whānau to provide in-home health services that promote independence and wellbeing. At Healthvision, our approach is grounded in compassion, collaboration, innovation, and dedication - values that shape everything we do.

Te Mahi | About the Role

We are seeking a proactive and reliable After-Hours Coordinator to join our team in a permanent part-time role, based in Tauranga (Bay of Plenty).

As the After-Hours Coordinator, you are the first point of contact after hours, providing friendly, professional, and supportive customer service to both staff and service users. The role is varied and rewarding, requiring someone who can remain calm under pressure, communicate clearly, build rapport quickly, and manage competing demands. You will focus on achieving outcomes through empathy, active listening, and strong customer service skills to resolve the matter at hand.

Location: Tauranga, Bay of Plenty

This is a permanent part-time opportunity, with the working hours as follows:

• Monday: 6:00 am – 8:30 am
• Tuesday: 5:00 pm – 11:00 pm and on-call sleepover 11:00 pm – 6:00 am
• Wednesday: 6:00 am – 8:30 am
• Friday: 5:00 pm – 11:00 pm and on-call sleepover 11:00 pm – 6:00 am
• Saturday: 2:30 pm – 11:00 pm and on-call sleepover 11:00 pm – 6:00 am

The hours indicated above are overall hours when the after-hours service is operating; however, the exact working hours will be agreed upon with individual candidates, depending on the business requirements and the candidate’s availability. There will be the opportunity to cover additional shifts during the week and public holidays.

Key Responsibilities:

• Provide after-hours quality support services to our service users.
• Receive and manage all after-hours queries, including voicemail, email inquiries and issues from both service users and staff, and respond swiftly and effectively.
• Provide practical solutions when challenges arise to ensure service continuity.
• Accurately record and maintain service user information.
• Regular reporting to the line manager as part of weekly team meetings or as requested.
• Will be required to work on public holidays.
• Promote a professional and positive work environment internally with the team and externally with customers.
• Contribute to a supportive and collaborative team culture.

The successful candidate will have:

• Previous experience in the call centre industry (preferred but not essential).
• A customer service or administrative background (preferred but not essential).
• The ability to work independently and take initiative.
• Strong written and verbal communication skills (essential).
• The ability to remain calm and composed in stressful situations.
• A resilient and adaptable approach, thriving in a fast-paced environment.
• A self-motivated attitude with a focus on delivering high-quality outcomes.
• Excellent interpersonal skills.
• Knowledge of Healthvision - our company, its values, and service offerings.
• The ability to work collaboratively as part of a team.
• Ability to engage and relate supportively with people from diverse socio-economic and cultural backgrounds.
• Transferrable skills are welcome.

Ki te huanga | Benefits

• Small team of awesome people.
• A stable and hybrid work position; however, the incumbent will be required to attend training in the office and will be required to work from the office time to time.
• Laptop, monitor, work cell phone, and headphones provided as part of the resource package.
• Opportunities to learn and grow.
• Access to an Employee Assistance Programme (EAP).

Tūhono Mai | Join Us

If you are friendly, dependable, and solution-focused, apply now to join our after-hours team.

Applicants must have the right to work legally in New Zealand.