Resident Relationship Manager - Shoalhaven

IRT Australia; Nowra; On-site; AUD 85,000 - 105,000; Full time

Benefits offered by this job

Competitive pay

Appreciation leave

Career development

Career pathways

Gym discounts

EAP & wellness

Job summary

IRT Australia is seeking a Resident Relationship Manager to support four Shoalhaven retirement villages, including Greenwell Gardens, Culburra Place, Basin Shores and Sarah Claydon.

You will be a trusted contact for residents, manage communications, onboarding, contracts, and contribute to improving resident wellbeing and village life.

This full-time role involves travel between sites, options for development, and a supportive not-for-profit environment with competitive pay.

Qualifications

• Qualifications in Retirement Village Management, Frontline Management, or Hospitality.
• Proven sales, customer service, or compliance experience.
• Ability to lead a small team and build relationships.

Responsibilities

• Act as the key point of contact for residents and conduct wellness check-ins.
• Coordinate village communications, events, and activities.
• Manage tours, onboarding, and contract support for new residents.
• Promote occupancy by managing referrals and showcasing village lifestyle.
• Maintain accurate resident records using CRM tools (e.g., Salesforce).
• Oversee maintenance requests, contractor coordination, and service delivery.
• Assist with budget management, tenancy processes, and sales targets with internal teams.
• Foster positive relationships across IRT teams, including Home Care and Care services.
• Help resolve resident concerns and promote community harmony.
• Identify opportunities to improve the resident experience and village life.
• Provide operational support to the Area Manager and assist with other duties as needed.

Skills

Relationship management

Sales experience

Customer service

Compliance awareness

Team leadership

Communication skills

Organisational skills

Education

Retirement Village Management qualification

Tools

CRM tools (Salesforce)

Job description

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Resident Relationship Manager - Shoalhaven

About IRT

Founded in 1969, IRT's mission was to provide better options in housing and care for older people. Now 50 years later, our purpose remains the same.

We improve the lives of more than 9100 people every day in NSW, the ACT and Qld. We're one of Australia's largest community-owned providers of independent living, aged care and home care. We're proud to have more than 40 communities and home care service hubs in NSW, the ACT and Qld.

IRT is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees. We are proud of our culture and employ people across a diverse range of occupations, backgrounds and skills, who are passionate and committed to creating a better world for all older Australians.

About the Role

We're looking for a Resident Relationship Manager to support our retirement villages at Greenwell Gardens, Culburra Place, Basin Shores and Sarah Claydon — someone who can champion the vibrant, connected lifestyle we foster across our communities.

In this role, you'll be a trusted point of contact for residents, a steady and reliable presence behind the scenes, and a passionate advocate for fairness, comfort, and joy in later life. You'll play a vital role in ensuring a seamless resident experience from managing communications and supporting resident wellbeing, to overseeing contracts and contributing to continuous improvement initiatives

This is a permanent, full-time position working 38 hours per week, Monday to Friday, with regular travel between our four retirement village sites.

Key Responsibilities:

• Act as the key point of contact for residents, providing ongoing support, information, and wellness check-ins.
• Create a warm and welcoming environment for residents, families, and visitors.
• Manage village communications, including updates, events, and social activities.
• Coordinate with new and prospective residents, including tours, onboarding, and contract support.
• Promote occupancy by managing referrals and showcasing the village lifestyle.
• Maintain accurate resident records using CRM tools (e.g. Salesforce)
• Oversee maintenance requests, contractor coordination, and service delivery to meet resident needs.
• Support budget management, tenancy processes, and sales targets in collaboration with internal teams.
• Foster positive relationships across IRT teams, including Home Care and Care services.
• Help resolve resident concerns and promote community harmony.
• Identify opportunities to improve the resident experience and village life.
• Contribute to a safe, compliant, and well-managed village environment.'
• Bring creative and consistent solutions to everyday challenges.
• Provide operational support to the Area Manager and assist with other duties as needed

To Be Successful You Will Have

• Qualifications in Retirement Village Management, Frontline Management, or Hospitality
• Proven experience in sales, customer service, or compliance, ideally within the aged care sector
• Strong relationship management and interpersonal skills
• Excellent communication and interpersonal skills
• High attention to detail with a strong ability to problem-solve
• Experience managing and leading a small team
• A genuine passion for working with older people
• A deep appreciation for building long-term, meaningful relationships
• Strong organisational skills — proactive and calm under pressure

Bonus Points If You Have:

• Experience in retirement living, home care, or tenancy management
• A background in hospitality or customer service
• Knowledge of property, sales, or facilities management

Benefits for You

• Competitive pay and more cash in your pocket (less tax) with not-for-profit salary packaging
• Appreciation leave - relax and take two days off on us!
• Professional and career development opportunities
• Multiple career pathways
• Discounted gym memberships
• Free counselling via Employee Assistance Program (EAP) and staff wellness program

Successful applicants will complete pre-employment checks, including references, a functional assessment, and a National Criminal History Check.