Resident Relationship Manager

5 months ago

Nowra, Australia IRT Full time

Resident Relationship Manager

**Resident Relationship Manager**

**Location**: IRT Sholhaven**Classification**: Part-time, 24 hours per weekIRT is seeking motivated and results focused Resident Relationship Managers to join the IRT Retirement Villages team being based in the Shoalhaven- Reporting to the Area Manager, the Resident Relationship Manager will establish and ensure robust communications channels are developed between IRT and all internal and external customers, whilst fostering strong relationships.- The Resident Relationship Manager will manage and provide oversight on the contractual arrangements in place for existing and new customers. This role is responsible for ensuring that customers have the appropriate tools and processes available to the live their best life in IRT Retirement Villages.**Other key responsibilities include**:

- Manage all feedback and communications between IRT Retirement Villages and all existing residents; including but not limited to;- Liaising with residents on activities, events and meetings
- Ensuring all necessary communications (internal and external) are issued in a timely manner
- Conduct regular wellness visits to all residents and maintain an updated register
- Manage all communications between IRT Retirement Villages and all new customers; including but not limited to the following;
- Organise and conduct guided tours of the village and unit
- Liaise and provide effective communication and feedback throughout the customer journey process from exit (prior resident) to entry (new resident)
- Build relationships and work in collaboration with key IRT stakeholders among customers
- Monitor and maintain performance against Service Level Agreements in place between IRT Retirement Villages and its customers, flagging any potential issues or areas of improvement
- Responsible for contributing and attaining the sales targets for the respective IRT Retirement Village and liaise with Customer Contact Centre and Marketing as required
- Drive continuous improvement opportunities for IRT Retirement Villages, including but not limited to, expanding on existing and creating new activities and social interactions for residents
- In conjunction with the Area Manager, develop relationships and strategies that assist our residents with information and interaction to the IRT Home Care & IRT Care teams as informed by resident demand

**To be successful you will have**:

- Tertiary qualifications in Retirement Village Management, Frontline Management and Hospitality and/or extensive experience in customer relationship management
- Proven relationship management skills
- Strong communication skills
- Customer oriented mindset

**Why work with IRT?**
- IT equipment provided for this role
- Salary Packaging to boost your take home pay (up to $15, 900 Fringe Benefits Tax year)
- Career pathways and accredited training sponsorship through our RTO the IRT Academy
- My Rewards program with access to a range of discounts on a number of products and services
- Additional day Birthday Leave
- Peer-to-Peer recognition program
- Free Employee Assistance program (EAP)
- Wellbeing program including discounted Gym memberships and Health Insurance

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