Residential Experience Manager

UnitingCare Queensland; Brisbane; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Salary packaging

Career development

Flexible work environment

Employee assistance

Health & wellbeing

Make a difference

Job summary

BlueCare is seeking a Resident Experience Manager to lead wellness, dining, hospitality and home services across a portfolio of aged care homes in Queensland. You will guide resident-centered programs, drive quality and dignity in daily living, and partner with multidisciplinary teams to implement service improvements.

This leadership role focuses on delivering meaningful resident experiences, compliant operations, and data‑driven insights to elevate wellbeing and quality of life for residents

Qualifications

• Bachelor's degree in Health Services, Hospitality Management, Business Administration, Aged Care, Community Services or related discipline.
• Demonstrated leadership experience in aged care, hospitality, wellness, lifestyle services or residential service delivery.
• Proven ability to lead multidisciplinary teams across multiple sites.
• Strong understanding of resident-centered care principles and customer experience frameworks.
• Experience managing quality systems, audits, complaints and continuous improvement activities.
• Knowledge of food safety, wellness programming and workplace health and safety requirements.
• Strong stakeholder engagement, communication and influencing skills.
• Current Queensland Driver Licence and probity checks.

Responsibilities

• Drive consistent resident experience standards across wellness, dining, cleaning and laundry services.
• Lead and support Home Services Leads and Wellness Leads to deliver outstanding resident outcomes.
• Enhance resident wellbeing through meaningful, engaging and personalised wellness programs.
• Champion dining and hospitality excellence, ensuring mealtime experiences promote dignity, choice and enjoyment.
• Oversee service quality, compliance, audits, complaints management and continuous improvement activities.
• Partner with operational and clinical leaders to ensure services align with resident needs, aged care standards and organisational priorities.
• Use data, feedback and performance metrics to identify opportunities to improve resident outcomes and service delivery.

Skills

Leadership

Resident-centered care

Stakeholder engagement

Communication

Data-driven

Education

Bachelor's degree in Health Services, Hospitality Management, Business Administration, Aged Care, Community Services or related discipline

Certificate III or IV in Individual Support, Community Services, Leisure and Health or related qualification

Job description

Resident Experience Manager | BlueCare Aged Care Facilities

• Location: Overseeing multiple BlueCare Aged Care Facilities
• Remuneration: Attractive industry salary package + Super + Not-for-Profit Salary Packaging

Make a meaningful difference with BlueCare

We'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 role

As 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 services
• Lead and support Home Services Leads and Wellness Leads to deliver outstanding resident outcomes
• Enhance resident wellbeing through meaningful, engaging and personalised wellness programs
• Champion dining and hospitality excellence, ensuring mealtime experiences promote dignity, choice and enjoyment
• Oversee service quality, compliance, audits, complaints management and continuous improvement activities
• Partner with operational and clinical leaders to ensure services align with resident needs, aged care standards and organisational priorities
• Use 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 requirements

Essential

• Bachelor's degree in Health Services, Hospitality Management, Business Administration, Aged Care, Community Services or a related discipline
• Demonstrated leadership experience in aged care, hospitality, wellness, lifestyle services or residential service delivery
• Proven ability to lead and develop multidisciplinary teams across multiple sites
• Strong understanding of resident‑centred care principles and customer experience frameworks
• Experience managing quality systems, audits, complaints and continuous improvement activities
• Knowledge of food safety, wellness programming, cleaning, infection prevention and workplace health and safety requirements
• Strong stakeholder engagement, communication and influencing skills
• Current Queensland Driver Licence
• Ability to satisfy relevant probity checks

Desirable

• Certificate III or IV in Individual Support, Community Services, Leisure and Health or related qualification
• Experience working within residential aged care environments
• Knowledge of the Strengthened Aged Care Quality Standards and regulatory requirements
• Current First Aid and CPR qualifications

What we offer

• Competitive salary package plus superannuation
• Not-for-Profit Salary Packaging to increase your take‑home pay
• Career development and progression opportunities
• Flexible and supportive work environment
• Employee Assistance Program
• Access to health and wellbeing initiatives
• The opportunity to make a genuine difference in the lives of older Australians

Why 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 annum

• A recognition and rewards platform, providing employee discounts at hundreds of retailers, including everyday expenses, holidays, health insurance, annual awards celebration, wellbeing and employee assistance programs

• 12 weeks paid parental leave and 2 weeks paid partner leave, available after 6 months service, in addition to the government scheme

• Diversity 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 events

• Career development opportunitieswith one of the most trusted community and residential care providers in Australia to challenge yourself, grow and make a meaningful difference

BlueCare is proudly part of the UnitingCare Family, we’d love you to be too

Joining 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 Friendly

UnitingCare is committed to being a Child Safe, Child Friendly organisation and will:

• Provide welcoming, safe & nurturing services for children

• Implement measures to prevent child abuse and neglect within our services

• Appropriately and immediately address child abuse and neglect if it does occur

• Abide by the Child Safe Standards and adhere to the Reportable Conduct Scheme

Diversity & Inclusion

Our 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 **************@ucareqld.com.au

Safe workplace

We 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 Safeguarding

We 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.