At Whiddon, we are driven by purpose – supporting older Australians to live fulfilling lives, connected to their communities. We are seeking an experienced Sales and Customer Service Manager to lead our centralised Admissions, Sales and Customer Liaison functions, playing a critical role in driving sustainable growth and exceptional customer experience across Residential Aged Care, Home Care and Retirement Living.
THE OPPORTUNITY
As the trusted first point of contact for prospective residents, clients and families, this leadership role is instrumental in shaping how Whiddon engages with customers at some of life's most significant moments. You will lead high‐performing, customer‐facing teams, drive change, and partner closely with the likes of Operations, Care, Finance, Property and Marketing to achieve occupancy, revenue and service excellence outcomes.
This is a strategic and hands‐on role, owning Whiddon's end‐to‐end admissions and sales frameworks, strengthening CRM capability, and delivering meaningful insights that support informed decision‐making across the organisation.
KEY RESPONSIBILITIES
* Lead and deliver Whiddon's admissions and sales strategy across Residential Aged Care, Home Care and Retirement Living, driving occupancy, revenue and conversion outcomes in line with organisational capacity, care quality and customer need.
* Own end‐to‐end admissions performance, including KPIs and SLAs, financial and contractual conversations (RAD/DAP, fees, Additional Services), respite‐to‐permanent conversions, escalations and on‐call responsibilities in line with emergency management procedures.
* Support growth initiatives including additional revenue programs (HELF), new developments and redevelopments, leveraging customer, market and competitor insights to inform pricing, product and service design decisions.
* Own Whiddon's CRM and lead management platforms, ensuring strong adoption, data quality and integrity, accurate pipeline and occupancy tracking, and delivery of clear, actionable reporting, dashboards and forecasting in partnership with IT and digital teams.
* Lead, coach and develop a high‐performing Customer Liaison and Admissions team, embedding consistent capability across sales, customer service, compliance and financial discussions through effective onboarding, training and values‐led leadership.
* Ensure accurate preparation, execution and governance of contracts and admissions documentation.
* Support budget management related to admissions and customer service functions.
THE ESSENTIALS
* Significant leadership experience in sales, admissions or customer service within aged care, home care, health, retirement living or another regulated service environment.
* Proven ability to lead teams and deliver occupancy, revenue and customer experience outcomes.
* Strong capability in CRM systems, reporting, sales analytics and pipeline management.
* Excellent stakeholder engagement, communication and influencing skills.
* Demonstrated ability to manage sensitive, high‐stakes customer conversations with empathy and clarity.
* Highly organised, systems‐oriented and comfortable operating in complex environments.
DESIRABLE
* Strong understanding of aged care and home care funding, legislation and fee structures.
* Experience with Additional Services, HELF or ancillary revenue models.
* Exposure to new developments, pre‐sales or portfolio‐based admissions models.
WHAT WE OFFER
Whiddon offer the opportunity for employees to make positive and meaningful impact on residents and clients in their roles. With our resident focused approach to care employees are provided with the opportunity to develop strong relationships and friendships.
In addition to the opportunity to genuinely make a difference in your role, Whiddon offer a competitive package with all the elements that you would expect and more:
* Retail Discounts across more than 350 retail partners.
* Salary Packaging options so you can keep more of your pay. Did you know that by salary packaging, you can increase your salary? (obtaining financial advice is recommended) This is how:
* Up to $611.53 per fortnight to pay your mortgage, rent, school fees, etc.
* Up to $101.92 per fortnight to pay entertainment activities like cafes, restaurants, etc.
* Leave entitlements so you can rest, recuperate and take care of your loved ones!
* 5 weeks Annual Leave (or the option to cash out Annual Leave)
* Long Service Leave after 5 years
* 12 weeks paid Parental Leave
* Up to 3 days paid community service leave each year
* Up to 4 days paid compassionate leave
* Hybrid arrangement: working from home and in the office.
* Whiddon Scholarships so you can study and advance your career. You can get financial support to cover your studies.
* Learning, learning, learning. Leadership courses for all levels of leaders, education resources and more!
* Get recognised for your great work! On the spot recognition, Every Day Heroes, Annual Awards night and more.
* Employee Referral Program. Earn bonuses for inviting your friends to work.
* Employee Assistance Program for when you need extra support.
The successful candidate will be required to complete relevant compliance requirements, including a NDIS Worker Screening Check.
We are currently not accepting applications from Recruitment Agencies.
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