Retirement Living Customer Engagement Manager

19 hours ago

Epping, Australia Southern Cross Care (NSW & ACT) Full time

**Why join us at SCC?**

We have a long history of providing exceptional care that empowers older people to live a full life. As a not-for-profit aged care provider, we’re able to invest in providing an exceptional experience to our clients as well as support and develop our frontline staff to achieve this. When you join us, you will be provided with not-for-profit salary packaging benefits and the support of an experienced leadership team.

**The Role**

The Retirement Living Customer Engagement Manager is accountable for supporting our Village Liaison Officers in an operations capacity across our Retirement Living Portfolio, made up of 28 villages. This position will work in tandem with the Head of Retirement Living and Home Care and the Village Teams.
- Compliance reporting
- Site management performance
- Complaints and dispute processes
- Lead and implement approved strategic initiatives to achieve regulatory and business outcomes.
- Undertake all mandatory training in all areas of WHS as requested
- Lead and support community activation of lifestyle activities within the villages and act as the emergency relief Village Manager to support vacancies, leave and critical incidents as required.
- Lead a team of operational staff to develop, grow and provide sustainable services to SCC clients
- Provide full operational support and reporting to key stakeholders in line with SCC policies and procedures

This position is offered as full-time and will be based in the Epping headquarters. Regional travel will be required to Retirement Living locations.
- Minimum 3-4 years' experience managing operational services in a retirement living setting
- Solid understanding of the relevant retirement living legislation and operations
- Sound understanding of the Retirement Living Acts for NSW and ACT
- Proven track record of performance outcomes in customer service and complaints handling
- Proven industry networking experience, relationship building and exposure to industry events
- Ability to investigate and report incidents and complaints
- Current clean driver's license

**Desirable**
- Understanding of the lifestyle and engagement models available to retirement living residents
- Degree or Diploma in Business Management or equivalent
- Current First Aid Certificate

**What’s in it for you?**
- You will be joining a highly functional & experienced team
- Competitive salary package
- NFP salary sacrificing benefits + meal & entertainment allowance up to $15,900
- Annual leave loading
- Discounted private health insurance
- Access to our Employees Assistance Program
- Maxxia Salary Packaging and Rewards, including discounts at major retailers, cinemas and restaurants
- Heart HQ our Southern Cross Care (NSW & ACT) People Platform that is packed with exclusive benefits and features designed to help you Celebrate, Connect and Succeed.

**About Southern Cross Care (NSW & ACT)**
- We are a not-for-profit organisation with a mission to empower older people to ‘live life to the full’. For the last 50 years our name has been trusted by the community to provide care and support for thousands of people in over 40 locations across NSW and the ACT._
- We have a passion for providing the best care with clinical excellence. We offer person-centred care services to meet individual needs and preferences in residential aged care as well as in-home care. At SCC, people are at the heart of everything we do. We support our employees to excel_

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