This is a fixed term contract - 18 months.
A role that is at the heart of every resident's journey. We're looking for a compassionate and proactive Customer Relationship Concierge to support residents and their families as they navigate the process of choosing and transitioning into residential aged care.
In this rewarding role, you will:
* Provide warm, professional support to new and existing residents
* Guide families through the contracting and onboarding process with confidence and care
* Collaborate closely with our Customer Experience and Service Operations teams
* Help develop and deliver strategies that attract new clients to our services
* Work hand‐in‐hand with home operations and clinical teams to ensure residents receive the right care accommodation to suit their needs
* Play a vital role in maintaining strong occupancy levels across our homes
How will I help?
* Lead and support all financial aspects of the resident onboarding journey, including fee discussions, means‐testing guidance, accurate and compliant Resident Agreements, timely billing, resolving invoice or payment queries, and liaising with families, Finance, and Debt Recovery to ensure a smooth and transparent customer experience.
* Drive high‐quality, compliant financial processes across our homes, including conducting periodic audits, advising on variations to agreements, implementing special offers, and staying up to date with legislation to ensure residents receive fair, informed, and timely financial information.
* Lead and mentor General Managers and Customer Service teams by providing expert coaching in sales, contract compliance, respite conversion, and fees and charges.
* Deliver performance feedback to Regional Managers, and role‐model exceptional customer service and communication for both internal and external stakeholders.
* Act as a subject matter expert in sales and residential agreements, serving as the first point of contact for specialist advice, guiding the SME team, and ensuring the business is equipped with the knowledge and support needed to achieve its objectives.
What do I need?
* Strong proficiency in Microsoft Office, with desirable qualifications such as Cert IV in Training & Assessment, Business Administration, or a related degree (Business, HR, etc.).
* Demonstrated experience in administration management and people leadership, ideally within the aged care or health care sector.
* Solid understanding of aged care funding models, including respite allocation, accommodation supplements, Means Tested Care Fees, and Income & Assets assessments.
* Proven capability in data analysis, financial interpretation (including payment statements), and understanding of P&L drivers.
* Exceptional organisational skills, attention to detail, and a strong commitment to quality processes and business outcomes.
* Highly developed communication skills, with the ability to build strong relationships, influence stakeholders, and liaise effectively with regulatory bodies.
* Skilled in mentoring and coaching teams, supporting change management initiatives, and contributing to continuous improvement.
* Strong ability to build collaborative relationships with stakeholders across all levels of seniority.
Why Bupa?
* Competitive salary package with performance-based management bonuses.
* Flexibility across our 24/7 operations – work-life balance is a priority.
* Generous leave provisions, including 12 weeks paid parental leave.
* Access to discounts on health, travel, home, car, landlords, and pet insurance.
* 35% off optical services and 10% off at Bupa Dental Clinics.
* Health and wellness initiatives with exclusive discounts through the Bupa SMILE program.
* Enjoy workplace giving and Bupa's fund matching program for charitable donations.
* Work in a beachside luxury environment with attractive accommodation for staff.
We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants. We are dedicated to removing barriers to participation and will support reasonable adjustments during the recruitment process.
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