Customer Relationship Concierge

Scalabrini Communities; Willoughby; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Salary Packaging

6 days leave

Employer of Choice

Meaningful difference

Collaborative environment

Job summary

Scalabrini Communities is seeking a Customer Relationship Concierge to deliver a seamless customer experience for residents and families. The role involves managing enquiries, onboarding, and coordinating admissions across village teams from the Chatswood Support Office.

You will maintain records in CRM systems, support administrative tasks, and contribute to process improvements while building strong relationships across multiple teams in a purpose-driven environment.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Administration

CRM systems

Epicor

Documentation

Attention to detail

Communication skills

Team collaboration

DocuSign

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.

• Salary Packaging – enjoy the financial benefits of working for a not-for-profit organisation.
• Additional 6 days of leave each year.
• Be part of a 4+ year Employer of Choice, recognised for innovation and our commitment to our people.
• Make a meaningful difference by helping residents and families feel supported throughout their journey into our communities.
• Work collaboratively with our village teams and Support Office in a supportive, purpose-driven environment.

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 the Scalabrini Communities family and make an impact every day.