Concierge - Aged Care

You are creating first and last impressions as you welcome and curate the experience for all our residents and their family
- You put the residents at the "heart of everything you do" with your exemplary customer service focus
- Your warm smile, your professionalism, your personal presentation, and your attentive and welcoming attitude, creates amazing first and last impressions for everyone that comes through our doors.

Signature Care presents an exciting opportunity to shape the service delivery of aged care into the future during a period of significant change.

The role of the Concierge is to ensure that a high standard of non-clinical customer service is delivered. The role has significant interaction with key stakeholders, residents, families, staff, and service providers.

Some of the tasks our concierge staff may undertake include (but are not limited to):
**Assisting residents with enquiries** - Responding to and resolving a wide range of resident, family, and friends' enquiries. When residents have an issue with their room, difficulties working with equipment, or have a question regarding services, the concierge deals with these and ensures they are resolved quickly and efficiently.

**Service Coordination** - Working with the Client Service Manager to assist with contracts, admissions, referrals, tours, room preparation, and database management. The Concierge provides transitional support for residents pre and post-admission.

**Residence Presentation** - Ensure all aspects of the residence is presented in a clean, tidy, and neat fashion at all times. The Concierge is responsible for overseeing the refurbishment and presentation of resident rooms.

**Continuous improvement** - Maintaining a high functioning, the quality environment is everyone's responsibility. The Concierge monitors the quality and standards of service delivery of non-clinical external services. They ensure timely resolution of complaints and update and maintain action plans.

You have demonstrated experience working in a customer directed business environment, preferably in a health, community, or residential aged care setting; you are comfortable working independently, and you will be results-focused with experience that includes:

- Demonstrated experience building rapport with residents, their carers, and other stakeholders by establishing trust and respect.
- Critical thinking with well-developed negotiation and influencing capabilities, and the confidence to offer new suggestions and solutions.
- End to end management and successful resolution of client and customer feedback and complaints
- Strong administration skills with the ability to plan and organise a complex workload.
- Your attention to detail is impeccable, as are your organisation skills. You have a strong work ethic and appreciate the need for punctuality, honesty, taking accountability, and initiative. You hold yourself to a high standard with a genuine desire to excel. You are innately creative and love to find ways to express this through your work; be it in the ideas you bring to the table, or in the presentation of your work. You find adapting to change easy and love being part of a great team.

**What you bring to the role**
- Excellent customer service delivery
- Demonstrated experience in the coordination and delivery of administrative services in health, community, or residential aged care.
- Ability to liaise with a wide range of people, delegate and prioritise tasks and be results orientated
- Exception skill and experience in the management and resolution of client feedback and complaints
- Understanding of Aged Care Accreditation Standards
- Ability to implement and monitor procedures and standards in a service environment.
- Intermediate computer literacy - Microsoft Office and database management.

This is your great opportunity to be part of a team that takes pride in providing a superior resident experience, a team sharing a mindset of continuous learning, respect, and integrity when supporting each other, a team that is proactive, flexible, and thrive in a challenging environment that offers:

- Salary packaging with GO Salary
- A key role with a competitive salary
- State of the art technology
- A supportive environment in a quality clinical framework
- Employee benefits - finance, retail, service
- Opportunities to upskill and further your career
- Ability to work close to home
- On-site parking and uniform