Customer Support

About the role

Arete Health Care is seeking an experienced and dynamic Customer Support & Administration Manager to join our team at Hixson Gardens Aged Care in Bankstown, NSW. In this full-time role, you will be responsible for overseeing the efficient and effective delivery of high-quality customer support and administrative services to our diverse client base.

What you'll be doing

• Lead and support the reception & administration team to deliver exceptional customer service and operational support.
• Oversee occupancy management, referrals, resident liaison, and administrative processes.
• Ensure effective financial oversight including resident agreements, accounts receivable/payable, and debtor management.
• Coordinate admissions processes, conduct tours, and provide guidance on aged care fees and agreements.
• Manage a team of reception and administrative staff to ensure exceptional service delivery
• Provide coaching, training and performance management to your team
• Collaborate with cross-functional teams to address customer needs and resolve complex issues
• Champion continuous quality improvement, risk management, and compliance with Aged Care Quality Standards.
• Collaborate with leadership and operational teams to achieve strategic and business objectives.
• Oversee the processing of customer enquiries, complaints and requests in a timely and professional manner
• Analyse customer feedback and data to identify opportunities for improvement and enhance the customer experience
• Assist with the preparation of customer reports, agreements, statements & invoices and other administrative tasks as required
• Develop and implement policies, processes and procedures to streamline customer support and administrative operations

What we're looking for

• Extensive experience in administration and customer service within a service industry (aged care preferred).
• Strong leadership skills with the ability to motivate and manage teams.
• High-level communication, organisational, and problem-solving skills.
• Knowledge of aged care funding mechanisms, resident agreements, RAD/DAP payments, and regulatory requirements.
• High emotional intelligence and a compassionate approach to residents, families, and stakeholders.
• A qualification in Administration, Customer Service, or related discipline (desirable).
• Strong organisational and multitasking abilities with a keen eye for detail
• Ability to work effectively in a team environment and mentor and develop staff
• Tertiary qualification in Business, Administration or a related field is desirable
• Ability to speak Vietnamese highly regarded

What we offer

The opportunity to play a pivotal role in supporting residents and families through their aged care journey.

• A collaborative workplace culture built on respect, teamwork, and continuous improvement.
• Professional development opportunities and support for ongoing growth.
• Competitive remuneration package.

Join us in making a meaningful difference every day for our residents, families, and community.

About Arete Health Care:

Arete Health Care operates two Residential Aged Care Facilities in South West Sydney, Hixson Gardens Aged Care located in Bankstown and Lansdowne Aged Care located in Cabramatta.

Both our homes provides either permanent or respite care as per the resident's requirements. Caring staff provide the best in professional holistic support, delivering comprehensive clinical care & services focused on helping the aged with specialised nursing, palliative and dementia care.

Job Type: Full-time

Pay: $31.00 – $35.00 per hour

Ability to commute/relocate:

• Bankstown NSW 2200: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Aged Care: 3 years (Required)

Work Authorisation:

• Australia (Required)

Work Location: In person