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Onboarding Concierge

3 weeks ago

North Sydney, Australia Invocare Full time

Are you passionate about delivering exceptional customer experiences and eager to contribute to a growing company? InvoCare, a leader in funeral services, is seeking an **Onboarding Concierge **to join our People and Culture team, where you will play a pivotal role in enhancing the new hire journey and driving employee retention.

InvoCare is the leading provider in the funeral, cemetery, and crematoria industry across Australia, New Zealand, and Singapore. We are dedicated to honouring, celebrating, and memorialising loved ones with the highest level of care and respect. Forming part of the wider InvoCare brand, the Pet Cremations business is the leading provider of pet cremation services in Australia with a national footprint and rapidly expanding.

**About the Role**:
As the Onboarding Concierge, you will be the go-to person for ensuring that new team members feel welcomed and supported throughout their first nine months. You’ll work closely with managers to make sure employees have everything they need to thrive, from day one, and help build the foundation for their long-term success within InvoCare. This role combines operational excellence with an empathetic, people-first approach, ensuring a seamless onboarding experience and a positive impact on the overall employee journey.

**Key Responsibilities**:

- Serve as the primary point of contact for new employees during their first nine months.
- Conduct regular check-ins at critical milestones: pre-employment, week 1, week 3, and monthly throughout the first year.
- Ensure managers plan and deliver effective workplace inductions.
- Collaborate with teams like People Connect, IT, and Payroll to ensure a smooth onboarding process.
- Monitor employee engagement through surveys, feedback, and "stay interviews."
- Identify and address any onboarding pain points, escalating issues as needed.

**About You**:
You are someone who thrives in a high-touch, customer-centric environment. You’re passionate about providing six-star service excellence, skilled at building strong relationships, and dedicated to making sure each new team member has a stellar start. You love the idea of shaping an employee’s experience and are excited about using data to continually improve processes.

**What We’re Looking For**:

- Significant experience in a high-touch customer service role.
- Strong organisational, time management, and communication skills.
- A passion for improving employee experience and retention.
- Tech-savvy, with the ability to manage HR systems and analyse data (NPS, engagement surveys).
- Ability to work independently and collaboratively in a fast-paced environment.Desirable: Relevant HR certifications or qualifications, such as AHRI Certification, Cert IV in HR, or a Diploma in HR Management.

**Location**:Currently, our office is based in North Sydney, but we are excited to be relocating to Rhodes in the near future. Please note, this role requires you to work 5 days a week in the office, where you’ll be surrounded by a collaborative team environment.

**Why Join InvoCare?**

At InvoCare, we’re committed to supporting our people and fostering a culture that values teamwork, integrity, and care. We offer an inclusive and welcoming environment with opportunities for growth and career development. As part of our People and Culture team, you’ll have the chance to make a meaningful impact on both the organisation and the individuals who join us.

**Ready to make a difference in someone’s career journey?**

**How to Apply**:
Follow the link to submit your resume and a cover letter detailing your experience and suitability for this role.