Residential Experience Manager

Blue Care; Brisbane; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Salary packaging

Career development

Flexible work environment

Employee assistance program

Wellbeing initiatives

Job summary

BlueCare is seeking a Resident Experience Manager to oversee wellness, dining, cleaning and laundry services across a portfolio of aged care homes. You will lead and develop multidisciplinary teams, champion resident-centred care, and drive continuous improvement in service delivery.

This role offers development opportunities and a supportive, flexible environment enriched by Not-for-Profit salary packaging.

Qualifications

• Bachelor's degree in Health Services, Hospitality Management, Business Admin, Aged Care or related field.
• Proven leadership experience in aged care, hospitality, wellness or residential services.
• Experience leading multidisciplinary teams across multiple sites.
• Strong resident-centred care knowledge and customer experience framework.
• Experience with quality systems, audits, complaints, and continuous improvement.

Responsibilities

• Lead delivery of wellness, dining, hospitality and home services across a portfolio of aged care homes.
• Oversee resident experience initiatives and service standards across multiple sites.
• Collaborate with Residential Service Managers, Home Services Leads and Wellness Leads to implement person-centred programs.
• Use data and performance metrics to identify opportunities for improving resident outcomes and service delivery.

Skills

Leadership

Stakeholder engagement

Communication

Customer experience

Data-driven

Education

Bachelor's degree in Health Services

Certificate III/IV in Individual Support

Job description

Resident Experience Manager | BlueCare Aged Care FacilitiesEmployment Term: Permanent Full-Time OpportunityLocation: Overseeing multiple BlueCare Aged Care FacilitiesRemuneration: Attractive industry salary package + Super + Not-for-Profit Salary PackagingMake a meaningful difference with BlueCareWe're looking for someone who believes exceptional aged care is about more than clinical outcomes. It's about creating experiences that bring comfort, dignity, connection and joy to every resident, every day.An integral part of our big-hearted BlueCare team, as a Resident Experience Manager, you'll lead the delivery of wellness, dining, hospitality and home services across a portfolio of residential aged care homes. You'll be empowered to influence meaningful change, drive service excellence and enhance the everyday experiences.About the roleAs a Resident Experience Manager, you'll provide leadership and oversight of resident experience initiatives across a designated portfolio of residential aged care homes.Working closely with Residential Service Managers, Home Services Leads, Wellness Leads and multidisciplinary teams, you'll support the delivery of person-centred wellness programs, exceptional dining experiences, high-quality cleaning and laundry services, and continuous service improvement initiatives.Deliver meaningful engagement, safe mealtimes, and reliable cleaning and laundry services. This role will work in close collaboration with internal stakeholders and teams, supports compliant, evidence‑informed programs, responsive feedback and complaints management, performance reporting, audits, continuous improvements and a culture that consistently upholds dignity, choice, safety and quality of life for residents.You will:Drive consistent resident experience standards across wellness, dining, cleaning and laundry servicesLead and support Home Services Leads and Wellness Leads to deliver outstanding resident outcomesEnhance resident wellbeing through meaningful, engaging and personalised wellness programsChampion dining and hospitality excellence, ensuring mealtime experiences promote dignity, choice and enjoymentOversee service quality, compliance, audits, complaints management and continuous improvement activitiesPartner with operational and clinical leaders to ensure services align with resident needs, aged care standards and organisational prioritiesUse data, feedback and performance metrics to identify opportunities to improve resident outcomes and service delivery.What makes this role unique?This is an opportunity to shape how residents experience life in our homes. You'll have the ability to influence multiple service areas that contribute directly to resident wellbeing and quality of life, from meaningful lifestyle programs and social engagement to memorable dining experiences and welcoming home environments.No two days are the same as you collaborate with diverse teams, support multiple sites and drive initiatives that help residents live life with dignity, choice and purpose.Role requirementsEssentialBachelor's degree in Health Services, Hospitality Management, Business Administration, Aged Care, Community Services or a related disciplineDemonstrated leadership experience in aged care, hospitality, wellness, lifestyle services or residential service deliveryProven ability to lead and develop multidisciplinary teams across multiple sitesStrong understanding of resident-centred care principles and customer experience frameworksExperience managing quality systems, audits, complaints and continuous improvement activitiesKnowledge of food safety, wellness programming, cleaning, infection prevention and workplace health and safety requirementsStrong stakeholder engagement, communication and influencing skillsCurrent Queensland Driver LicenceAbility to satisfy relevant probity checksDesirableCertificate III or IV in Individual Support, Community Services, Leisure and Health or related qualificationExperience working within residential aged care environmentsKnowledge of the Strengthened Aged Care Quality Standards and regulatory requirementsCurrent First Aid and CPR qualificationsWhat we offerCompetitive salary package plus superannuationNot-for-Profit Salary Packaging to increase your take-home payCareer development and progression opportunitiesFlexible and supportive work environmentEmployee Assistance ProgramAccess to health and wellbeing initiativesThe opportunity to make a genuine difference in the lives of older AustraliansWhy BlueCare?BlueCare is one of Queensland's largest and most trusted providers of community care, residential aged care, retirement living and disability services.At BlueCare, you'll be part of an organisation that values compassion, respect, innovation and excellence. We support our people to grow, develop and deliver services that positively impact the lives of those we care for.Employee Benefits:Save tax and increase your take home pay by salary packaging your everyday living expenses and bills (up to $15,900) and meal entertainment (up to $2,650) per annumA recognition and rewards platform, providing employee discounts at hundreds of retailers, including everyday expenses, holidays, health insurance, annual awards celebration, wellbeing and employee assistance programs12 weeks paid parental leave and 2 weeks paid partner leave, available after 6 months service, in addition to the government schemeDiversity and inclusive leave, offering paid gender affirmation leave and cultural leave options (paid and unpaid) for those who may celebrate Lunar New Year, Diwali, Ramadan, NAIDOC weeks and other significant cultural eventsCareer development opportunities with one of the most trusted community and residential care providers in Australia to challenge yourself, grow and make a meaningful differenceBlueCare is proudly part of the UnitingCare Family, we’d love you to be tooJoining the state’s largest network of aged care workers with its over 8,000 strong, bright team in blue, you’ll also be welcomed as part of the UnitingCare family. With more than 16,500 staff and 9,000 volunteers across our brands of BlueCare, Lifeline, ARRCS, The Wesley Hospital, Buderim Private Hospital, St Stephen’s Hospital, and St Andrew’s War Memorial Hospital, you are part of something bigger. Our team are compassionate, inclusive and committed to the work we do, helping people live life in all its fullness.Child safe, Child friendlyUnitingCare is committed to being a Child Safe, Child Friendly organisation and will:Provide welcoming, safe & nurturing services for childrenImplement measures to prevent child abuse and neglect within our servicesAppropriately and immediately address child abuse and neglect if it does occurAbide by the Child Safe Standards and adhere to the Reportable Conduct SchemeDiversity & InclusionOur approach is simple –everybody is welcome here. At UnitingCare, diversity is at the core of our who we are, our mission and our values. We are committed to providing equal opportunities to all employees no matter their sex, race, culture, sexual orientation, disability or gender identity. Demonstrating our commitment to reconciliation and building long-term employment opportunities for First Nations peoples, UnitingCare strongly encourages Aboriginal and Torres Strait Islander applicants for this position. For additional support and to meet our RAP Team, email [e-mail] workplaceWe work hard to make our services welcoming and safe for every person. We are united in keeping children, young people and the elderly safe from harm, within our services, workplaces and the communities we support. We are committed to speaking up loudly for their safety.Commitment to SafeguardingWe are committed in creating services and workplaces that are welcoming and safe for every person. We work together to protect children, young people, adults and the elderly from harm within our services and the communities we support. We speak up for their safety to ensure their voices are heard. Our recruitment and workplace practices reflect our dedication in preventing abuse, harm and exploitation across UnitingCare.