Operations Specialist

Residenz Solutions; Brisbane; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Discounted access to QUT facilities

Employee benefits program with store/fl

Mentorship from Founder

Job summary

Residenz Solutions in Brisbane, Australia seeks a hands-on Client Services Lead to work closely with the Founder. You will mentor a growing team, transition operational tasks, and help scale the business across NSW and QLD from the QUT Gardens Point Foundry.

You will manage service schedules, liaise with care managers, and drive customer-focused outcomes while gaining direct coaching from the Founder in a fast-moving startup environment.

Qualifications

• Strong lateral thinker with excellent logistical and numerical reasoning.
• Experience leading a team in a client-focused sector.
• Experience scheduling clients and staff to maximise financial efficiency.
• Good understanding of Australian geography.
• Highly confident with technology and digital systems.
• Excellent communication with a customer-first approach.
• Willing to learn and grow within a fast-growing business.
• Thrives in a fast-paced and complex work environment.
• Desire to transition operational management from the founder.
• Wants to understand and impact P&L of the company.

Responsibilities

• Coordinate service team schedules across NSW and QLD to optimise outcomes.
• Liaise with care managers to confirm requirements and updates.
• Treat every touchpoint as an opportunity to grow the business with care managers.
• Ensure timely, consistent responses to referrals and inquiries by phone and email.
• Communicate with elderly clients to capture needs and schedule services.
• End-to-End management of complaints and sharing compliments with Area Managers.
• Monitor daily schedules and liaise with State Area Managers for quality delivery.
• Manage team performance, development, experience and retention.

Skills

Logistical reasoning

Team leadership

Scheduling

Australian geography

Tech-savvy

Communication

Business acumen

Adaptability

Tools

Scheduling software

Job description

Working closely with the company Founder and leading the Client Services team to deliver exceptional service outcomes for our current and new clients. You will receive direct coaching and mentorship from the company Founder and begin to transition and lead operational activities so that he can focus on running and scaling the business.

Key responsibilities

• Coordinating best in class service team schedules across NSW and QLD to optimise economic outcomes and efficiency for our service team and their clients
• Liaising with client's care managers to confirm requirements and update them regarding any changes
• Treating every touch point as an opportunity for business development by winning the hearts and minds of our valued care managers
• Ensuring the client services team has a timely and consistent response to all referrals and phone and email enquiries
• Communicating with elderly clients on the phone to capture their individual needs and schedule services
• End-to-End management of any complaints and timely sharing of compliments with Area Managers and the service team
• Monitoring of daily service schedules and liaison with State Area Managers as required to ensure quality and timely delivery
• Timely and proactive management of Team performance, development, experience and retention

About you

• A strong lateral thinker with excellent logistical and numerical reasoning skills, who can quickly identify solutions and think ahead
• Experience in managing and leading a team in a client-focused sector would be advantageous
• Experience with scheduling clients and staff to maximise financial efficiency is desirable
• Good understanding of Australian Geography
• Highly confident with technology and digital systems
• Excellent communication skills with a genuine customer-first approach
• Hungry to learn, take ownership, and grow within a fast-growing business
• Thrives in a fast-paced and complex work environment
• Desire to take the next step in your career and transition operational management from the company founder
• Wants to understand and impact both the top and bottom lines of a company's P&L
• Part of a quick growing start-up where you will be fully involved in the business and learning how to grow and scale a company
• Career progression and hands-on experience in a fast-growing, multi-state company
• Mentorship directly from the Founder and full visibility into the financial mechanics of scaling a company
• Based at the QUT Gardens Point Foundry you will be immersed in an entrepreneurial environment and culture and be able to network with other existing and emerging innovators
• Discounted access to all QUT facilities including gym, pool and parking
• Part of a positive and energetic team
• Employee benefits program with access to a wide range of discounts from a wide range of stores and brands for everyday products
• Competitive reward package

About us

Residenz is an innovative company within the Home-care sector, and our purpose is to help the elderly stay independent within the comfort of their own home. We genuinely care around providing the best possible experience for our clients, whilst creating a flexible and supportive working environment for employees. In particular, our technology provides differentiation for our partners and will support you to excel in your role.