Client Engagement Co-Ordinator

Aeralife; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Grow Your Own Staff Referral Program

EAP

Salary packaging benefits

Novated leasing

Discounted private health insurance

Exclusive employee discounts

Staff awards

Job summary

Aeralife, based in Melbourne, seeks a Client Engagement Coordinator to support prospective residents and families through the aged care admissions journey. You will be the first contact, provide compassionate guidance, and coordinate tours while working with Client Services Managers to ensure a smooth experience.

The role emphasizes customer service, administration and sales support in a purpose-driven aged care environment, with travel to residences as required.

Qualifications

• A qualification relevant to the role and function of this position.
• Current NDIS Worker Screening Check
• Excellent customer service skills, demonstrating patience and empathy
• Strong verbal and written communication skills
• Strong time management and organisational skills
• Excellent computer literacy and competency in CRM systems
• High attention to detail and accuracy
• Current Australian Driver Licence
• Ability to travel to Aeralife residences and Support Office locations as required

Responsibilities

• Be the first point of contact for prospective residents and families via phone and email
• Provide timely, professional and compassionate support throughout the enquiry process
• Maintain accurate customer records and interactions within the CRM system
• Coordinate and schedule tours with prospective residents and family members
• Follow up with tour attendees and support ongoing engagement opportunities
• Provide information relating to residential aged care services, Resident Agreements, billing and Services Australia processes
• Identify customer needs and ensure enquiries are directed and resolved efficiently
• Escalate complex enquiries to the appropriate stakeholders when required
• Work collaboratively with Client Services Managers and residential teams to support occupancy outcomes
• Contribute to service improvements and initiatives that enhance the customer experience
• Travel to Aeralife residences and Support Office locations as required

Skills

Communication skills

Empathy

Organisational skills

Customer service

Time management

CRM familiarity

Education

Relevant qualification

Tools

CRM systems

Job description

• Employee Type Full Time

Contact information

• Contact Phone [phone]

Client Engagement Coordinator (Admissions Officer)

Help older Australians and their families navigate one of life's most important decisions.

Are you a compassionate and customer-focused professional who thrives on building meaningful relationships? Do you enjoy helping people during important life transitions while delivering exceptional service?

Aeralife is looking for an experienced Client Engagement Coordinator to join our team and play a key role in supporting prospective residents and their families throughout the aged care admissions journey.

Based at our Support Office in Hawthorn, you'll be the first point of contact for many families exploring aged care options. Through your warm, professional and empathetic approach, you'll help guide families with confidence, making a genuine difference during what can often be a significant and emotional transition.

The Opportunity

As our Client Engagement Coordinator, you'll manage enquiries from prospective residents and families, providing accurate information, coordinating tours and supporting admissions outcomes across our aged care communities.

This is a relationship-focused role that combines customer service, administration and sales support, making it ideal for someone who enjoys connecting with people while working in a purpose-driven environment.

You will work closely with Client Services Managers and operational teams to deliver a seamless customer experience from first enquiry through to admission.

What You'll Be Doing

• Be the first point of contact for prospective residents and families via phone and email
• Provide timely, professional and compassionate support throughout the enquiry process
• Maintain accurate customer records and interactions within the CRM system
• Coordinate and schedule tours with prospective residents and family members
• Follow up with tour attendees and support ongoing engagement opportunities
• Provide information relating to residential aged care services, Resident Agreements, billing and Services Australia processes
• Identify customer needs and ensure enquiries are directed and resolved efficiently
• Escalate complex enquiries to the appropriate stakeholders when required
• Work collaboratively with Client Services Managers and residential teams to support occupancy outcomes
• Contribute to service improvements and initiatives that enhance the customer experience
• Travel to Aeralife residences and Support Office locations as required

What We Offer

As part of the Aeralife team, you'll have access to a range of benefits designed to support your wellbeing and professional growth:

• Grow Your Own Staff Referral Program – earn rewards for referring quality candidates to join our team
• Ongoing learning and professional development opportunities to support your career growth
• A positive, inclusive and highly supportive workplace culture built on our values of Passion, Innovation, Empathy and Respect
• Employee Assistance Program (EAP) offering confidential wellbeing and counselling support for you and your immediate family
• Salary packaging benefits to help maximise your take-home pay
• Novated leasing and vehicle financing options
• Discounted private health insurance
• Exclusive employee discounts and lifestyle benefits including travel, holidays, technology, electronics, home appliances and home essentials through our Aeralife Benefit Partners Program
• Staff values and service awards that celebrate individual and team achievements

About You

You are a highly organised and empathetic professional who genuinely enjoys supporting people. You bring outstanding communication skills, strong attention to detail and a commitment to delivering exceptional customer experiences.

To be successful in this role, you will have:

• A qualification relevant to the role and function of this position
• Current NDIS Worker Screening Check
• Excellent customer service skills, demonstrating patience and empathy
• Strong verbal and written communication skills
• Strong time management and organisational skills
• Excellent computer literacy and competency in CRM systems
• High attention to detail and accuracy
• Current Australian Driver Licence
• Ability to travel to Aeralife residences and Support Office locations as required

Highly regarded:

• Previous experience in aged care admissions, customer engagement or intake services
• Knowledge of aged care services and current aged care legislation
• Working knowledge of the Australian National Aged Care Classification (AN-ACC) funding model
• Experience supporting customers and families through complex decision-making processes

About Aeralife

As a proudly Australian-owned aged care provider with more than 20 years of experience, Aeralife specialises in premium residential aged care.

Guided by our values of Passion, Innovation, Empathy and Respect, we are committed to creating communities where residents feel safe, connected and truly at home.

Our people are at the heart of everything we do. We foster a supportive and collaborative culture where team members are empowered to make a meaningful difference every day.

The successful candidate will be required to provide evidence of Australian work rights and a current NDIS Worker Screening Check.

Due to the volume of applications received, only shortlisted candidates will be contacted.