Customer Engagement Coordinator

About Ryman Healthcare

At Ryman, we believe the measure of a full life is one that gets richer with age.

Ryman Healthcare is a leader in retirement living and aged care. Our driving purpose is to enhance freedom, connection and well-being for people as we grow older. We own and operate 49 villages in New Zealand and Australia, and we employ approximately 7,700 team members across a range of different sectors. Additionally, we are proud to be the first healthcare company to receive the Wellbeing Tick.

At the heart of our business, everything we do must be 'Good enough for mum and dad.'

About the role

We are on the lookout for 3x Customer Engagement Coordinators to join our team at our Southbank office in Melbourne. As a Customer Engagement Coordinator, you'll be the first point of contact for people enquiring about Ryman villages. You'll respond quickly, identify their needs, and capture the right details so our Sales Advisors can confidently continue the conversation.

You won't be closing sales directly, but you'll play a vital role in shaping first impressions, ensuring every lead receives a prompt, helpful, and consistent experience.

This role may operate across a seven-day roster between 7:00 am and 5:00 pm AEST to ensure we're available when customers reach out - including weekend coverage and alignment with New Zealand business hours.

What you'll do

• Respond promptly and professionally to all new enquiries via phone, email, and live chat
• Ask the right questions to understand each customer's needs and stage of decision-making
• Qualify leads against agreed criteria and prepare clear, structured handovers to Sales Advisors
• Maintain accurate and up-to-date information in Salesforce to support visibility and follow-through
• Follow up on uncontacted leads within agreed timeframes to keep them moving through the process
• Provide helpful, relevant information to support the customer's next step in their journey
• Collaborate with Sales and Marketing teams to continually improve our lead response and conversion process

What's in it for you

If you enjoy working in a purpose-driven environment and being part of a close-knit team, you'll love this role.In addition, a career at Ryman offers:

• Opportunity to add to your professional skills
• Additional wellbeing leave and ability to purchase extra annual leave
• Company recognition and reward programme
• Access to over 40 discounts with well-known brands across a variety of sectors including; health and wellbeing, banking, insurance, and retail
• Enjoy free fruit and Yarra River views from our modern Southbank office
• Convenient location, just two minutes from Flinders Street Station
• Social club events, social drinks and bring your dog to work Fridays

About you

• You have proven experience in phone-based customer service or sales roles
• You are tech savvy and confident using CRM systems (Salesforce experience an advantage)
• You are warm, empathetic, and professional with excellent communication skills
• You are highly organised with strong attention to detail
• You stay calm under pressure, take initiative, and are always looking for ways to improve
• You are a genuine people person who enjoys helping others and building trust

Ready to apply?

If you're motivated by meaningful work, enjoy connecting with people, and want to be part of a company that values kindness, innovation, and excellence - we'd love to hear from you.

At Ryman, we support an environment where everyone feels welcome to be themselves. We embrace diversity and celebrate individual uniqueness, encouraging anyone wanting to work for Ryman to apply for our vacant positions.

Applications will be reviewed as they are received and interviews may take place prior to the close date. This means we reserve the right to close a job ad before the advertised close date.