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 gently 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 Sign-Up Team is the warm welcome into our community. They play a vital role in supporting potential Members and their loved ones as they make important decisions about care. That’s where you come in.
About the Role
We’re looking for a Program & Service Expert Coach to join our Sign-Up Team. This role is the bridge between the Team Leader and our Program & Service Experts — combining hands-on sign-up work with potential members and their families and coaching and mentoring the team to achieve consistent, high-quality outcomes.
You’ll partner closely with Program & Service Experts in the field, guiding them with real-time feedback, modelling best-practice interactions, and ensuring every potential member receives a warm, supportive, and professional experience. At the same time, you’ll stay actively involved in sign-up meetings yourself, keeping connected to frontline realities and building robust relationships with families.
This role also involves interstate travel to spend time in the field with our Program & Service Experts, working alongside them to support families, model best practice, and strengthen performance on the ground.
Most importantly, you bring a positive, solutions-focused mindset. You thrive through change, help others stay constructive, and keep the team focused on supporting families with empathy and clarity.
Core Responsibilities
- Engage with potential members via phone, video or in-person meetings to understand their needs and recommend tailored support options.
- Confidently promote Five Good Friends’ services, clearly explaining fees, care models and how we support people to live well at home.
- Guide potential members through the sign-up process with empathy and professionalism, ensuring accuracy and compliance.
- Maintain accurate records and documentation in CRM and systems to manage workloads.
- Ensure data integrity and timely updates of help plans, budgets, and member details to support successful handover.
- Partner with Program & Service Experts in the field to model best-practice conversations and provide real-time coaching.
- Act as the first point of support when PSEs encounter challenges with families, guiding them through objections and problem-solving.
- Monitor quality and consistency of sign-ups across the team, sharing insights and feedback to drive improvement.
- Support the Team Leader with process compliance, reporting, and continuous improvement initiatives.
- Step in during peak demand or complex cases to ensure seamless support for Members.
Requirements
- 3–5 years’ experience in sales, customer onboarding, or program delivery, with exposure to leadership or mentoring.
- A proven track record of meeting and exceeding conversion or sales KPIs.
- Robust coaching and mentoring skills — you know how to lift others and bring out their best.
- Excellent communication, negotiation, and relationship-building skills.
- Tech-savvy and confident using CRMs, reporting tools, and digital communication platforms.
- Knowledge of aged care or community services is highly regarded.
What’s in it for you?
- A competitive salary package that recognises your skills and experience.
- Flexible work options to support work/life balance.
- Opportunities for interstate travel to work shoulder-to-shoulder with Program & Service Experts in the field, supporting families and sharing best practice across regions.
- 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 coach and mentor who thrives on supporting families with warmth and positivity — while lifting the capability of others — we’d love to hear from you.
To apply, please submit your CV and a cover letter telling us a bit about yourself and your suitability for this role within our organisation.
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📌 Program and Service Expert Coach
🏢 Five Good Friends
📍 Mount Gambier