Customer Relationship Concierge

Sweeping Corporation of America; Sydney; On-site; AUD 60,000 - 90,000; Full time

Job summary

Scalabrini Communities is seeking a Customer Relationship Concierge to deliver exceptional customer service to residents and families, while coordinating admissions and onboarding across village teams.

You will manage CRM records, support with administrative tasks and process improvements, and work from the Chatswood Support Office with significant time spent in our villages. Experience with Epicor and DocuSign is highly valued.

Qualifications

• Experience in customer service, administration, client relationship management or a similar role.
• Experience working with Epicor.
• Strong communication skills and a customer-focused approach.
• Excellent attention to detail and the ability to manage documentation and records accurately.
• A proactive, solutions-focused approach and the ability to build positive relationships across multiple teams.
• Experience with resident admissions, onboarding, DocuSign or process improvement is desirable.

Responsibilities

• Deliver a seamless customer experience for prospective residents and their families from initial enquiry through admission.
• Coordinate the resident onboarding journey and explain admission requirements and next steps.
• Work with village teams to organise admissions and ensure smooth transitions.
• Maintain accurate customer data across CRM systems and platforms.
• Support village teams with admin tasks, system processes, documentation and training.
• Assist with audit preparation, data validation and following up on outstanding information.
• Use Epicor, DocuSign and other systems to support workflows and recordkeeping.
• Identify process improvements to enhance the customer experience.
• Based at Chatswood Support Office, spend time in villages building relationships and driving consistent practices.

Skills

Customer service

Administration

CRM systems

Communication

Documentation

Process improvement

Relationship building

Collaborative

Tools

Epicor

DocuSign

Job description

We’re looking for a Customer Relationship Concierge who combines exceptional customer service with strong organisational skills and a genuine desire to make a difference in the lives of residents and their families.

At Scalabrini Communities, we’re creating communities where residents, families and our people feel valued, respected and supported. If you enjoy building relationships, solving problems and helping people navigate important life transitions, you’ll feel right at home here.

What you’ll do

You’ll play an important role in delivering a seamless customer experience, supporting prospective residents and their families from initial enquiry through to admission. Your day-to-day will include:

• Managing customer enquiries and providing timely, accurate information to residents, families and referral partners.
• Coordinating the resident onboarding journey, ensuring customers understand admission requirements and next steps.
• Working closely with village teams to coordinate admissions and ensure residents transition smoothly into our communities.
• Maintaining accurate customer information and records across CRM systems and other business platforms.
• Supporting village teams with administrative tasks, system processes, documentation and training.
• Assisting with audit preparation, data validation and follow-up of outstanding information.
• Using systems such as Epicor and DocuSign to support efficient workflows and accurate recordkeeping.
• Identifying opportunities to improve processes and enhance the customer experience.
• While based at the Chatswood Support Office, you will spend most of your time in our villages, building relationships, supporting teams, and driving consistent systems, documentation, and operational practices.

What you’ll bring

• Previous experience in customer service, administration, client relationship management or a similar role.
• Experience working with Epicor.
• Strong communication skills and a customer-focused approach.
• Excellent attention to detail and the ability to manage documentation and records accurately.
• A proactive, solutions-focused approach and the ability to build positive relationships across multiple teams.
• A collaborative, flexible and can-do attitude.
• Experience in aged care, retirement living, healthcare or community services is highly regarded.
• Experience with resident admissions, onboarding, DocuSign or process improvement is desirable.

Most importantly, we’re looking for someone who genuinely cares about people, takes pride in getting the details right and understands that a positive first experience can make all the difference to residents and their families.

If that sounds like you, we’d love to hear from you.

Join Scalabrini Communities and make an impact every day.