Resident Experience 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

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.