Resident Relations Sales Coordinator

A leader in our space, we are dedicated to excellence and demonstrate core leadership both internally and externally. A Victorian-based residential aged care provider, with a total of 284 beds, across four homes, in the south-eastern suburbs.

We pride ourselves not only on the care of residents but also the award-winning lifestyle programs we deliver - it's all about overall quality of life. We are also proudly Rainbow Tick accredited.

Our vision is upheld by implementing our four L.I.F.E. Principles:  Laugh, Integrity, Focus and Engage, which create our culture of encouraging social interaction and enjoyment within a warm and caring environment.

About the Role:

This is an excellent opportunity for a Hotel Services or Additional Services professional to expand their skills and take on a new challenge.

The Resident Relations Coordinator (HELF Specialist) will work with the team across the business to promote Lifeview's HELF program to new and existing residents, managing their agreements and ensuring compliance with organisational and regulatory requirements.

As a member of the Hospitality team, the Resident Relations Coordinator (HELF Specialist) will ensure positive first and lasting impressions of our hotelling, lifestyle and dining services.

The ideal candidate will bring:

• A positive attitude and strong communication skills
• Proven experience in enhancing the hotelling, dining and lifestyle experience for aged care residents
• A strong understanding of the new Higher Everyday Living Fees (HELF) program
• Sound decision-making ability and subject matter expertise

This role reports to the Hospitality Services Manager and will act as a key 'linking agent' - facilitating collaboration between stakeholders, guiding the navigation of legislative requirements, and supporting the effective implementation of the HELF framework, while continuously enhancing the hotelling, dining and lifestyle experiences of all residents.

Key Responsibilities:

• Provide responsive and exceptional customer service (both internal and external) relating to enquiries for all HELF services
• Sustain a comprehensive knowledge of available supports and services and provide detailed guidance on HELF services
• Follow procedure to ensure understanding of HELF services for residents and their representatives
• Correspond with site-based teams, residents and representatives to ensure high levels of resident and representative satisfaction with HELF services
• Offer efficient and personalised service that is delivered with compassion and empathy
• Negotiate changes in HELF service subscription as requested by the resident/representative
• Enable or restrict service access accordingly to align with resident preferences and needs
• Engage with residents and their representatives to answer queries and clarify service details

Skills & Experience:

• A proven track record in developing, implementing and overseeing hotelling and additional services offerings
• Proven customer service/sales experience with ability to convert leads
• Experience building and maintaining stakeholder relationships
• Minimum 3 years' experience in a sales role in aged care (or similar)
• Demonstrated commitment to person-centred service delivery
• Excellent customer service skills and strong relationship-building capabilities

• Demonstrated initiative and a proactive approach using excellent time management and multi-tasking skills

• Sound understanding of the Department of Health, Disability and Ageing and ACQSC guidelines, in respect of service delivery and financial arrangements

• Sound knowledge and understanding of aged care fees and charges
• Genuine interpersonal skills, with an ability to professionally interact with residents and their representatives
• Excellent written and verbal communication skills, along with attention to detail
• Understanding and ability to calculate financial arrangements associated with residents
• Knowledge and experience in Microsoft Office Packages with a high level of competency
• Current National Police Check
• Current drivers licence and reliable motor vehicle
• Flexibility to travel to different Lifeview residences with short notice

Benefits We Offer

• Tools of the trade including fuel card, laptop and mobile phone
• Supportive close-knit team and great working environment
• A range of staff engagement and wellness programs
• Autonomy, flexibility and collaborative team environment

• Education, training and career opportunities

• Reward and recognition program

Why Lifeview

Built on family values, we respect the views and opinions of others and work hard to create a positive, inclusive, and safe environment for all.

We are committed to building an engaged and talented workforce, are proud to have some of the best in the game working for us.

You will also have the benefit of working with a great group of people whilst having fun. If you'd like to work for a company that truly values your contribution and you're ready to make a difference, check out our website and socials.

If you are truly committed to making a difference and want to learn more about our L.I.F.E Principles and the opportunity on offer, then forward a cover letter and your CV via the apply button.

Please note: only short listed candidates will be contacted regarding the next phase of the selection process.  To those applicants not short listed, we extend our appreciation for considering Lifeview as a potential employer.

Lifeview is an equal opportunity employer and welcomes all people into its homes. Lifeview is also LGBTI friendly for residents and staff.