Resident Services Manager

CGR Services; Auckland; On-site; NZD 70,000 - 90,000; Full time

Job summary

Oceania is seeking a dedicated Resident Services Manager for our Eden Village in Mt Eden, Auckland. The role is full-time and involves leading a team to deliver exceptional customer service and oversee front-of-house operations.

You will coordinate services for residents and families, liaise with suppliers and volunteers, and ensure policies and emergency procedures are current. The position requires a passion for care and a proactive, team-driven mindset.

Qualifications

• Experience leading a high performing customer facing team who can work under pressure and meet deadlines.
• Exceptional customer service skills.
• The ability to bring style and calm to a busy and demanding role.
• A passion for ensuring all residents feel valued and special.
• Strong communication skills (both written and verbal).
• An empathetic and passionate nature.
• A team first, can-do attitude.

Responsibilities

• Deliver an exciting and innovative service delivery concept.
• Oversee and lead a team passionate about delivering the highest quality customer service.
• Own the front of house and maintain consistently high standards.
• Liaise with external leisure suppliers, instructors and volunteers.
• Coordinate services and facilities offered to residents and their families.
• Keep up-to-date on facility products, services, policies, and emergency procedures.
• Monitor resident satisfaction reports and implement actions to improve results.
• Engage with residents to provide general assistance as requested.
• Ensure all resident complaints are handled promptly and completely.

Skills

Team leadership

Customer service

Calm under pressure

Communication skills

Empathy

Microsoft Office

Eligibility to work in NZ

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 delivering the 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 to bring style and calm to a busy and demanding role
• A passion for ensuring 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. It's a purpose that's brought to life through the way we work:

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