Resident Services Manager

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

The role

Our Eden Village in Mt Eden, Auckland are looking for a full-time Resident Services Manager to join their dedicated team.

What you’ll be doing:

• Delivering an exciting and innovative service delivery concept

• Overseeing and leading a team passionate about deliveringthe highest quality customer service

• Taking ownership of the front of house and ensuring consistently high standards are met

• Liaising with external leisure suppliers, instructors and volunteers

• Coordinating the services and special facilities offered to residents and their families

• Offering current knowledge on all facility products, services, policies, and emergency procedures

• Monitoring resident satisfaction reports and implement actions to improve results

• Engaging with residents to provide general assistance, as requested

• Ensuring that all resident complaints are handled promptly and completely.

What you’ll bring:

• Experience successfully leading a high performing customer facing team who can work under pressure and meet deadlines

• Exceptional customer service skills

• The ability tobring style and calm to a busy and demanding role

• A passion forensuring all residents feel valued and special

• Strong communication skills (both written and verbal)

• An empathetic and passionate nature

• A team first, can-do attitude

• Excellent computer skills. In particular, with the Microsoft suite

• Eligibility to work in NZ.

Why join Oceania?

At Oceania, we're proud to be one of New Zealand's leading providers of retirement living and aged care. Across more than 30 villages, we support over 4,000 residents by creating communities where people feel at home, connected, and well cared for.

Our purpose is simple: to make a difference in every task, every challenge, every day.

• We're one team – We collaborate across teams and functions because together we're stronger than any individual effort.

• We're finding better ways – We challenge ourselves to think differently, find creative solutions, and continuously improve.

• We're committed to care – We put safety and care at the centre of everything we do, creating environments where everyone feels supported.

• We're proud to deliver – We follow through on our commitments because every task matters, and our residents and families count on us to get it right.

When you join Oceania, you'll become part of a supportive team where you'll be encouraged to learn, grow, and make a meaningful contribution every day.

• competitive pay
• ongoing learning and development opportunities
• free and confidential wellbeing support
• the chance to build a rewarding career with an organisation that's making a real difference