Fairview Village is a respected, not for profit aged care provider dedicated to delivering exceptional residential care services. We prioritise creating a nurturing environment where both residents and staff can thrive. Due to our continued growth, we are seeking a dedicated Customer Liaison and Administration Officer to join our dynamic team.
The Customer Liaison and Administration Officer is pivotal in supporting the General Manager of Residential Care and our General Manager Home & Community Care. This exciting newly created role ensures positive customer relationships, efficient intake processes for new residents, and crucial administrative support.
About You You are an experienced professional with an understanding of residential aged care and a proven track record in customer service. You will possess the ability to manage complex administrative tasks and have strong communication skills which will allow you to effectively liaise with our diverse range of stakeholders. You will thrive in a fast-paced setting, work proactively and apply your sound problem-solving skills to contribute to operational excellence. Your compassionate nature combined with a commitment to high standards will ensure positive outcomes for both residents and staff.
Please note that this role is part-time across 7 days per week across the following schedule:
Week One Week Two Please note that you will need to work on Public Holidays that fall within this roster.
Key Responsibilities Serve as the primary contact for inquiries, ensuring effective and positive communication. Drive initiatives to enhance customer satisfaction and support the General Managers in achieving occupancy and conversion targets. Conduct facility tours and manage new resident admissions in compliance with regulatory standards. Prepare rooms for sale, manage pricing inquiries, and maintain confidentiality in handling complaints. Coordinate with the Finance Department on resident agreements and documentation. Workforce Planning Oversee accurate employee master lists and live rosters, managing unplanned absences and shift requirements. Assist in meeting workforce KPIs, including care minutes, and consult on risks affecting the business, such as agency usage. Handle daily reconciliation of timesheets, coordinate leave requests, and support the General Manager in resourcing during leave periods. Work with HR to facilitate staff recruitment, onboarding, education, and compliance, and schedule probation and appraisal meetings. Administration Support Adapt to changes and demonstrate high proficiency across multiple software programs. Embrace new technologies and support their implementation and training. Ensure compliance with deadlines and targets, driving continuous improvement activities. Manage non-clinical procurement and supply within budget constraints, and support meeting schedules and documentation. Perform additional duties as assigned by the General Managers. Academic Qualifications Essential: Diploma or certificate in Business Administration or a related discipline.
Desirable: Tertiary qualifications in management or relevant business experience.
Work Experience and Skills Proficiency in Microsoft Office, CRM, and rostering software. In-depth knowledge of residential aged care systems, Accreditation Standards, and financial data analysis. Experience in managing performance and driving organisational change. Experience in financial reporting and analysis related to aged care facilities. Personal Qualities and Behavioural Traits Friendly, customer-focused attitude with excellent communication skills. Strong problem-solving capabilities and conflict resolution strategies. Ability to manage responsibilities effectively, prioritise tasks, and work autonomously or as part of a team. High leadership qualities, with a demonstrated commitment to empathy, respect, and inclusivity. Relationships Reports directly to the General Manager Residential Care. Indirectly reports to the General Manager Home & Community Care. Supportive working environment offering ongoing training and career growth opportunities. Employee Assistance Program (EAP). How to Apply If you are passionate about delivering exceptional support services in aged care, please submit your resume and cover letter addressing the key responsibilities of the role to Danielle Coelho.
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