Concierge

Aunty Grace; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Job summary

Aunty Grace is a rapidly growing Support at Home provider focused on improving care with modern ways of working. We’re seeking a Concierge who enjoys talking to people, building relationships and delivering a great customer experience.

As the Concierge, you’ll be a key contact for clients and their representatives, listening, following up and responding to ensure exceptional experiences. You’ll work with Care Managers and Client Services Coordinators to understand needs and deliver services to a

Qualifications

• Experience in a customer service, customer experience or other relationship-focused role.
• Warm and approachable with strong listening and clear communication.
• Attention to detail and ability to escalate when needed.
• Experience in aged care, health, community services or the Support at Home program is valuable.

Responsibilities

• Nurture client relationships and support a consistently positive client experience.
• Listen to clients and understand needs, preferences and expectations.
• Monitor client wellbeing and escalate changes to the appropriate team.
• Keep client profiles and preferences up to date.
• Respond promptly and professionally to client feedback and incidents.
• Follow through on feedback to ensure an appropriate response.
• Identify when expectations aren’t met and take action to resolve the issue.
• Support conversations with clients when services need clarification.
• Work with Care Managers and Coordinators to ensure services are delivered to a high standard.
• Help clients understand options and make informed decisions.

Skills

Customer service

Relationship building

Communication

Job description

Aunty Grace is a rapidly growing Support at Home provider with a clear focus on improving how care is delivered — combining quality and care with smarter, more modern ways of working.

We’re looking for a Concierge who genuinely enjoys talking to people, building relationships and creating a great customer experience.

For many of our clients and their families, you’ll be one of the people they speak to most often — so the way you listen, communicate, follow up and respond really matters.

About Aunty Grace

Aunty Grace is a rapidly growing Support at Home provider with a clear focus on improving how care is delivered — combining quality and care with smarter, more modern ways of working.

We’re looking for a Concierge who genuinely enjoys talking to people, building relationships and creating a great customer experience.

For many of our clients and their families, you’ll be one of the people they speak to most often — so the way you listen, communicate, follow up and respond really matters.

About the Role

Reporting to the Client Services Team Leader, the Concierge is a key relationship and customer service contact for Aunty Grace clients and their representatives.

Your focus is simple: know our clients, understand what matters to them and help make their experience with Aunty Grace exceptional.

You’ll conduct take inbound phone calls, respond to feedback and concerns, keep client information up to date and work closely with Care Managers and Client Services Coordinators when a client’s needs, circumstances or services change.

This isn’t a scripted call-centre role. We’re looking for someone who can build genuine relationships, listen carefully, recognise when something doesn’t seem right and take action or elevate appropriately.

What You’ll Be Responsible For

Your focus will be on nurturing client relationships and supporting a consistently positive client experience, including:

• Building and maintaining positive relationships with clients and their representatives.

• Listening to clients and understanding their needs, preferences and expectations.

• Monitoring client wellbeing and escalating reported or suspected changes in health or care needs to the appropriate team.

• Keeping client profiles and preferences accurate and up to date.

• Responding promptly and professionally to client feedback, concerns, incidents and other events.

• Following through on feedback and concerns to make sure clients receive an appropriate response.

• Identifying when a client’s expectations aren’t being met and taking action to help resolve the issue.

• Supporting conversations with clients and representatives when expectations or services need to be clarified.

• Working closely with Care Managers and Client Services Coordinators to ensure client needs are understood and services are delivered to a high standard.

• Helping clients understand their options and make informed decisions about their services and supports.

• Maintaining accurate records of client interactions and important information.

What We’re Looking For

You’ll have experience in a customer service, customer experience or other relationship-focused role, particularly one where you’ve needed to build trust and manage customer expectations.

You’re warm and approachable, but also confident having conversations when something needs to be addressed. You listen properly, communicate clearly and professionally, and don’t leave things sitting unresolved when a client needs help.

You’ll be naturally attentive to detail and able to recognise when information needs to be passed on or escalated. Experience in aged care, health, community services or the Support at Home program would be valuable, but strong customer relationship skills are equally important.

Most importantly, we’re looking for someone who genuinely cares about the experience people have when they interact with Aunty Grace.

Mandatory Screening Requirements

The offer of this role will be conditional on the preferred applicant successfully meeting the following criteria:

• The right to work in Australia.

• A satisfactory National Criminal History Check / Police Check.

• Any other screening, checks or training required to perform the role within Aunty Grace.

Why Work With Us?

At Aunty Grace, we understand that providing great care is all about connecting with people. You’ll be part of a growing organisation where client experience matters and where your relationships with clients can have a genuine impact on their day-to-day experience.

In this role you’ll have the added benefit of:

• Flexible work arrangements.

• A supportive and collaborative team environment.

• Opportunities to learn and develop within a growing organisation.

• Great career progression opportunities.

• The opportunity to build meaningful relationships with the people we support.

Check out the YouTube link below to hear what our staff have to say about working here.