About us
The Knowles Group is a long-established, well-respected, private family organisation with interests in aged care, retirement living & property. They hold all their assets for long periods of time - acquire land, develop, manage, and operate. The Group's aged care business Arcare is now one of the largest for-profit aged care owners and operators in Australia with more than 6,000 residential aged care beds across 60 locations in Victoria, NSW, Queensland and the ACT.
The Group previously had a significant retirement living portfolio, sold to Stockland in 2007. In 2019, Sencia was established as the new Retirement Living brand, with The Breeze at Point Lonsdale (VIC) & a strong development pipeline. The brand name Sencia is derived from the word 'sense' and is inspired by historic terms for knowledge. It represents the Group's deep experience in retirement living and know-how built over many years. It also captures the sense of the community and support which Sencia Retirement communities promise. Sencia create sustainable communities that encourage our Residents to lead active and healthy lifestyles.
Qualifications & experience
* Exceptional communication and people skills.
* An understanding of and empathy for our Residents.
* A commitment to improving the lives of our Residents, executed through a compelling lifestyle plan.
* A 'can do' attitude and positive thinking to help foster a positive team culture.
* Demonstrated commitment to continually improve and strive for the achievement of quality in all aspects of work and service delivery.
* Prompt and courteous interaction with team members and external organisation.
* Demonstrate a commitment to team processes, including running team meetings, personal development and social events.
* CRM experience preferred. Skills in MS Excel, Word and PowerPoint.
* Growth mindset with a focus on continuous improvement.
Tasks & responsibilities
Client Service & Lifestyle Activities
* Meet with new incoming residents prior to their move in date. Welcome each Resident and focus on making their experience moving to The Orchards, Lisarow positive.
* Oversee the Concierge, Administration and Maintenance staff to ensure their Pre-Settlement Inspection has been completed, new Resident systems and processes are completed.
* Prepare and implement Lifestyle activities for the Village to make it a vibrant and positive place to live and work.
* Make new residents feel welcomed into the village community and encourage to attend functions and meet other residents.
* Ensure the team follows up with Residents during and after settlement to ensure that any issues are rectified in a timely manner.
Sales Activities
* Inspect and market apartments as they come up for turnover.
* Take inquiry calls and follow up all inquiries (phone, digital, other) in a timely manner.
* Record inquiry, reservation and settlement information accurately on the CRM system.
* Optimise inquiry conversion to reservation and complete process with incoming Residents.
* Maintain the sales database and communicate with prospective Residents.
* Accurately prepare instructions for our solicitors to prepare Resident Agreements.
* Liaise with customers, their agents and solicitors to ensure the transition from reserved to settled occurs smoothly and in a timely manner.
* Correspond with exiting Residents and their families as applicable to ensure a smooth transition.
* Organise and attend sales functions.
* Research and build effective relationships with local businesses and referral sources to promote the Village within the community.
* Ensure sales collateral is up to date and adequate supplies are on hand.
* Plan and execute digital marketing activities (including social media and EDM's).
* Maintain a high level of presentation at The Orchards Lisarow.
* Develop and maintain up to date information on local competition and the broader residential market.
* Have a broad understanding of the NSW Retirement Villages Act.
General Activities
* Overall management responsibility for the Village.
* Develop and maintain working relationships with internal and external stakeholders.
* Ensure all reporting is accurate and provided when requested in the format outlined by the Knowles Group.
* Plan and allocate budgets and set activities.
* Ensure all dealings with customers are conducted in a professional and ethical manner.
* Actively manage concierge and maintenance team members to provide a high performing, customer focused team for existing and new Residents.
* Assist Residents in managing their care journey, whilst noting The Orchards provides Independent Living, with Arcare Lisarow next door.
Benefits
* Supportive, friendly and caring organisation.
* Training and Education Opportunities.
* Family-owned business.
* Great existing Team and Residents.
* Work-Life Balance. Opportunity for Permanent Part Time (Pro Rata) 3 or 4 days per week if preferred.