Retirement Village Manager

**About IRT**
- Founded in 1969, IRT’s mission was to provide better options in housing and care for older people. Now 50 years later, our purpose remains the same.
- We improve the lives of more than 9100 people every day in NSW, the ACT and Qld. We’re one of Australia’s largest community-owned providers of independent living, aged care and home care. We’re proud to have more than 40 communities and home care service hubs in NSW, the ACT and Qld.
- IRT is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees. We are proud of our culture and employ people across a diverse range of occupations, backgrounds and skills, who are passionate and committed to creating a better world for all older Australians.

**About the Role**
- As the **Retirement Village Manager** at IRT Kangara Waters, you will play a key role in fostering smooth communication and building strong relationships with both current residents and new customers.
Reporting to the **Head of Operations - Retirement Living**, you will oversee the daily operations of the Retirement Village, ensuring a high-quality customer experience. Your focus will be on delivering exceptional service, supporting meaningful interactions, and creating valuable community connections for our residents.

**_This is a site-based permanent part-time role to work 4 days a week_**
- Your key responsibilities will include:

Manage communication with current residents, including organizing activities, events, and wellness visits. Ensure timely and clear updates on all internal and external communications
. Coordinate meetings and guided tours for new customers, providing ongoing support and feedback throughout their journey
. Build strong relationships with key stakeholders within IRT to support residents and enhance their living experience
. Use Salesforce and other CRM tools to keep track of client information and manage relationships effectively
. Ensure the delivery of maintenance services to resident units and common areas, and escalate any concerns
. Track and ensure the village’s performance aligns with Service Level Agreements, addressing any areas for improvement
. Contribute to achieving sales targets, working closely with the Customer Contact Centre and Marketing teams
. Drive initiatives to enhance social activities and resident engagement, creating a vibrant and connected community
. Assess and manage risks to maintain a safe and secure environment for everyone on-site
. Assist with the day-to-day operations of the village, including managing capital works programs and coordinating with IRT Care teams

**To Be Successful You Will Have**
- **Qualifications** in Retirement Village Management, Frontline Management, Hospitality, or demonstrated experience in customer relationship management.
- Proven **customer relationship management** skills with a focus on customer satisfaction.
- Proven ability to **work independently**and take initiative in a dynamic environment.
- Strong **communication and interpersonal skills,** with a customer-oriented mindset.
- ** Leadership experience**with a track record in team building and mentoring.
- Ability to build strong, lasting relationships with **IRT customers**and foster positive working relationships with residents and employees.
- Proven** advanced customer service** skills in a similar role.
- Strong **stakeholder management** abilities, including conflict resolution.
- Experience in **customer experience development** and networking with local community services.
- Proficient in **Microsoft Office** and comfortable using devices (Apple, Samsung).
- ** Unrestricted Class C Drivers Licence.**

**Benefits for You**
- Competitive pay and more cash in your pocket (less tax) with not-for-profit salary packagin
- g Flexible working condition
- s Birthday leave - relax and take a day off on us
- Professional and career development opportunitie
- s Multiple career pathway
- s Discounted gym membership
- s Free counselling via Employee Assistance Program (EAP) and staff wellness progra
- m