Resident Services Coordinator (Aged Care)

Anglicare; Sydney; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Salary packaging

Professional development

Employee Assistance Program

Staff discounts

Job summary

Anglicare Sydney is seeking a dedicated Support Officer for our Retirement Village at Castle Hill. You will handle day-to-day admin, scheduling and resident inquiries, acting as the first point of contact to ensure residents feel informed and connected.

The role requires 2+ years in admin or customer service, proficiency with CRM and scheduling platforms, and strong communication. On-site work with a focus on safety and stakeholder engagement is essential.

Qualifications

• Minimum 2 years' experience in administration, scheduling or customer service roles.
• Experience using CRM systems, scheduling platforms or similar business systems.
• Strong customer service and stakeholder management skills.
• Excellent written and verbal communication abilities.
• High attention to detail and strong data accuracy skills.
• Ability to manage competing priorities in a fast-paced environment.
• Strong problem‑solving and organisational skills.
• Intermediate Microsoft Office skills.
• Ability to work in a dynamic environment.

Responsibilities

• Provide exceptional customer service to residents, families and stakeholders.
• Manage inbound calls, emails and enquiries in a timely and professional manner.
• Triage resident enquiries and coordinate resolutions with relevant teams.
• Maintain accurate resident information within CRM and associated systems.
• Coordinate scheduling requests and service changes efficiently.
• Ensure records, documentation and correspondence are completed accurately and on time.
• Support service coordination activities to meet resident needs and expectations.
• Build strong working relationships with residents, families, care teams and village staff.
• Liaise with internal and external stakeholders to ensure enquiries are resolved promptly.
• Communicate clearly and professionally across multiple channels.
• Contribute to process improvements that enhance resident and team experiences.
• Support managing KPI achievement relating to resident enquiries, scheduling and service delivery.
• Uphold Anglicare's Mission, Vision and Values in all interactions.
• Promote a positive safety culture through active participation in WHS activities.
• Maintain a safe, respectful and inclusive work environment.
• Report hazards, incidents and near misses in accordance with organisational requirements.

Skills

Administration

Scheduling

Customer service

CRM systems

Communication

Data accuracy

Organisational skills

Problem solving

Microsoft Office

Tools

CRM software

Scheduling platforms

Job description

Anglicare Sydney is seeking a dedicated Support Officer for our Retirement Village at Castle Hill. You will handle day-to-day admin, scheduling and resident inquiries, acting as the first point of contact to ensure residents feel informed and connected.

The role requires 2+ years in admin or customer service, proficiency with CRM and scheduling platforms, and strong communication. On-site work with a focus on safety and stakeholder engagement is essential.