Resident Relationship Manager
About IRT
IRT is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees. If this role stands out to you but you don’t feel like you ‘’tick all the boxes’’, we strongly encourage you to apply nonetheless. We value diversity across experience.
Founded in 1969, IRT’s mission was to provide better options in housing and care for older people. Now 50 years later, our purpose remains the same.
We improve the lives of more than 9100 people every day in NSW, the ACT and Qld. We’re one of Australia’s largest community-owned providers of independent living, aged care and home care. We’re proud to have more than 40 communities and home care service hubs in NSW, the ACT and Qld.
We are proud of our culture and employ people across a diverse range of occupations, backgrounds and skills, who are passionate and committed to creating a better world for all older Australians.
About the Role
We are currently looking for an Resident Relationship Manager to join our IRT The Palms Retirement Village that is located in Queensland's laid-back mountain village of Buderim in permanent full time role - 38 hours per week, Monday to Friday.
As the Resident Relationship Manager, you will establish and ensure robust communications channels are developed between IRT and all internal and external customers, whilst fostering strong relationships.You will manage and provide oversight on the contractual arrangements in place for existing and new customers.
This role is also responsible for ensuring that customers have the appropriate tools and processes available to the live their best life in IRT Retirement Villages.
- Manage all feedback and communications between IRT Retirement Villages and all customers
- Build relationships with key employees among customers
- Utilize CRM (Salesforce) tools and database in the management and organization of client relationship information
- Escalating and resolving areas of concern as raised by clients, ensuring a prompt resolution
- Monitor and maintain Service Level Agreements in place between IRT Retirement Villages and its customers
- Monitor company performance against service level agreements and flagging potential issues
- Expand on existing & create new activities & social interactions for our residents
- Identify, assess, prioritise and control risks to ensure that residents, employees, visitors and contractors are provided with a safe and secure environment
- Achieve annual and quarterly goals as agreed with Area Manager
- In conjunction with the Area Manager, develop relationships & strategies that assist our residents with information & interaction to the IRT Home Care & IRT Care teams as & when resident demand requires
To Be Successful You Will Have
- Qualifications in Retirement Village Management, Frontline Management or Hospitality.
- Proven experience in sales, customer service or compliance preferably in the aged care sector.
- Proven relationship management skills.
- Excellent communication and interpersonal skills.
- Attention to detail and problem solving skills. Customer focused with a commitment to exceptional service.
- Manage and lead a small team.
Benefits for You
- Competitive pay and more cash in your pocket (less tax) with not-for-profit salary packaging
- Flexible working conditions
- Birthday leave - relax and take a day off on us!
- Professional and career development opportunities
- Multiple career pathways
- Discounted gym memberships
- Free counselling via Employee Assistance Program (EAP) and staff wellness program
How to Apply
If you feel this is the right role for you, we’d love to hear from you! Simply click the “Apply now” button, fill in your details and submit. Once you apply, we’ll be in touch to discuss your application. Or alternatively, please contact IRT Recruitment.
All successful candidates will be required to undergo pre-employment checks including reference checks, pre-employment functional assessment and a National Criminal History Check.