Aged care concierge and community manager

Aged Care Concierge and Community Manager

Location:

Hybrid + South Melbourne

About Care & Co Group

Care & Co Group is Australia's leading care ecosystem, supporting families and individuals across the aged care, retirement living, and home care journey. From
Care & Co | Match

to our broader suite of services, we work with a single purpose — to bring transparency, connection, and humanity to the care experience.

Our Match team empowers people to make confident care decisions – whether self-directed or supported via employer and financial adviser partnerships.

Role Purpose

The
Aged Care Concierge and Community Manager

plays a pivotal role in guiding families through their aged care journey with empathy, expertise, and clarity.

This position is ideal for someone with an
Allied Health or Nursing background

, or experience in
aged care admissions

, who understands the complexities of the system and can communicate with sensitivity and professionalism.

The role combines
consumer support

,
community relationship management

, and
distribution coordination

— ensuring families and partners receive the information and support they need while maintaining the high standards of Care & Co Group's consumer experience.

Key Responsibilities
Customer Service & Care Concierge Support

• Be the first point of contact for families and professionals seeking aged care guidance via online forms, email, chat, and phone.
• Quickly assess and triage enquiries to the appropriate support channel (e.g. Care Concierge, self-service tools, financial adviser network).
• Provide compassionate and professional advice to help families navigate aged care, home care, and retirement options.
• Support ongoing communication with families to ensure continuity and satisfaction throughout their journey.

Community & Distribution Management

• Coordinate the distribution of
  Aged Care Guide

and
Hello Leaders

publications across providers, hospitals, and community partners.
- Liaise with external printers and logistics providers to ensure accurate and timely delivery.
- Build and maintain relationships with key distribution partners, enhancing Care & Co's visibility and brand trust.
- Track and report distribution performance and address any delivery issues promptly.

Data & Reporting

• Maintain accurate records of interactions and data in the CRM system.
• Regularly review and update client information to ensure data quality.
• Contribute to ongoing improvements in reporting and consumer insights.

Sales & Partnership Support

• Provide administrative and coordination support to the Group Sales and Partnerships Team.
• Assist with follow-up communications, report preparation, and scheduling meetings.
• Support cross-team collaboration between Concierge, Marketing, and Operations.

Working Relationships

Internal:

Care Concierges, Operations & Support Desk, Sales & Partnerships, Marketing

External:

Clients and families, aged care and retirement providers, employer program representatives, financial advisers

Key Performance Indicators (KPIs)

• Enquiries answered within business hours: ≥ [x]%
• Consumer satisfaction (NPS): ≥ [x]%
• CRM accuracy: [x]% of records updated and validated weekly
• Distribution turnaround time: [x] days from order to delivery
• First-contact resolution rate: ≥ 85% of enquiries resolved or appropriately triaged

Skills & Experience

• Background in
  Allied Health, Nursing, or aged care admissions

(essential).
- Strong customer service or client-facing experience in health, care, or related industries.
- Excellent communication and interpersonal skills with an empathetic approach.
- Proficiency with CRM systems and data management.
- Strong organisational skills and high attention to detail.
- Experience in logistics, distribution, or stakeholder engagement highly regarded.

Personal Attributes

• Empathetic and consumer-focused, with genuine care for older Australians.
• Professional, reliable, and adaptable.
• Organised and detail-oriented, able to manage multiple priorities.
• Strong problem-solving and triaging skills.
• Passionate about making a meaningful impact in the aged care sector.

Benefits of Working at Care & Co

• Birthday Leave:

Celebrate your birthday with a paid day off.
- R U OK? Day Leave:

Our team collectively takes the day off to focus on wellbeing and connection.
- Purpose-driven culture:

Be part of an organisation improving aged care experiences across Australia.
- Collaborative and supportive team environment.
- Professional growth:

Develop skills across concierge support, compliance, and community engagement.
- Flexible working arrangements

to suit modern life.