Resident Services Lead — Exceptional Guest Care

Oceania Group; Auckland; On-site; NZD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Learning & development opportunities

Wellbeing support

Job summary

Oceania Group is seeking a dedicated Resident Services Manager for Eden Village in Mt Eden, Auckland. The role focuses on delivering an innovative service model, leading a team, managing front-of-house operations, and maintaining top-tier resident care.

You will liaise with suppliers and volunteers, coordinate resident services, and ensure policies and emergency procedures are current. Strong communication and empathy are essential.

Qualifications

• Experience leading a high performing customer-facing team under pressure.
• Exceptional customer service skills.
• Ability to bring style and calm to a busy, demanding role.
• Passion for ensuring residents feel valued and special.
• Strong written and verbal communication skills.
• Empathetic and compassionate nature.
• Team-first, can-do attitude.
• Excellent computer skills, particularly Microsoft Office.
• Eligibility to work in NZ.

Responsibilities

• Delivering an exciting and innovative service delivery concept.
• Overseeing and leading a team passionate about delivering the highest quality customer service.
• Taking ownership of the front of house and ensuring consistently high standards.
• Liaising with external leisure suppliers, instructors and volunteers.
• Coordinating the services and facilities offered to residents and their families.
• Offering current knowledge on all facility products, services, policies, and emergency procedures.
• Monitoring resident satisfaction reports and implementing actions to improve results.
• Engaging with residents to provide general assistance as requested.
• Ensuring all resident complaints are handled promptly and completely.

Skills

Leadership

Customer service

Communication

Empathy

Teamwork

Microsoft Office

Work under pressure

NZ work eligibility

Tools

Microsoft Office

Job description

Oceania Group is seeking a dedicated Resident Services Manager for Eden Village in Mt Eden, Auckland. The role focuses on delivering an innovative service model, leading a team, managing front-of-house operations, and maintaining top-tier resident care.

You will liaise with suppliers and volunteers, coordinate resident services, and ensure policies and emergency procedures are current. Strong communication and empathy are essential.