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

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

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