Program and Service Expert

Come and join Australia's most innovative and dynamic home health organisation

About us

Hi there We're Five Good Friends, and we're an approved aged care and registered NDIS service provider. We help our clients (we call them Members) live vibrantly in their own homes by wrapping a care team around them and their families.

Good people using the best software and leveraging innovative technology is how we do care differently and why we're invited back into the homes of our Members - over 28,500 times a month. More and more people are choosing Five Good Friends, and we are here to help them. Our carers (we call the Helpers) play a key role in creating the magic for our members. Five Good Friends strives to form high-quality, long-lasting connections between Members and their Helpers.

About the Role

Our Program & Service Experts, reporting to the Member Sign-up Team Leader, are part of the wider Customer Experience team.

This role focuses on guiding potential members and their families through Five Good Friends' product and service offerings, explaining how our model of care and programs will support them, building rapport, and closing sign-ups efficiently and professionally.

To help motivate the team, there are individual and team goals and KPI's to strive towards.

The core responsibilities of the role include:

• Engage with potential members via phone, video or in-person meetings to understand their needs and recommend tailored support options.
• Confidently promote Five Good Friends' services, clearly explaining fees, care models and how we support people to live well at home.
• Guide potential members through the sign-up process with empathy and professionalism, ensuring accuracy and compliance.
• Collaborate with internal teams for seamless handover and follow-up to support successful onboarding.
• Focus on converting leads into members through successful sign-up meetings.
• Share insights from the field to improve our services and support strategies.
• Maintain accurate records to manage workloads and meet client needs effectively.

Do you have what it takes?

• 3+ year's experience in a sales or a similar role.
• Strong communication, negotiation, and relationship-building skills.
• Ability to explain and present complex products or services in a simple, persuasive way.
• Comfortable working with KPIs and performance targets.
• Tech-savvy, with experience using CRM systems and other software solutions.
• Self-motivated and results-driven, with a proactive attitude.
• Professional presentation and a positive, customer-first mindset.
• Organised with great time management.
• Bachelor's degree in business or similar desirable.

What's in it for you?

• The way we work and the perks we offer are designed to help you live a fulfilling life.  The work we do is meaningful, and the problems we solve are interesting.

• A competitive salary package that will recognise your skills and experience.

• Flexible work options to support work/life balance.
• Annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work.
• On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave.
• Access to our employee assistance programme, where you can receive free confidential and professional counselling.
• Parental leave benefits –All caregivers who are eligible for the government's paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave.
• One free Five Good Friends membership plan, which covers the Care Management fees. This can be used for a loved one who is supported by Five Good Friends. This could be worth more than $7000/yr.
• Working for a company that has an employee engagement score that is 17% higher than the industry average, and 7% higher than the top 25% industry average (we are actually a great place to work).
• And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid.

Find out more about Five Good Friends here:

How to Apply

If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity. Please include your CV and a cover letter in your application, telling us a bit about yourself and your suitability for this role within our organisation.

Please, no external agencies or recruiters.