Customer Engagement Partner

Join an award-winning organisation recognised for Excellence in Workplace Culture, Large Business, Change Champion and Best Workplace. At Warrigal, we’re proud to be a leader in aged care, where great people create meaningful experiences for older people and their families. We’re looking for a Customer Engagement Partner who is passionate about delivering exceptional service and supporting residents through their transition into residential care. In this role, you’ll guide new residents and their families through their first 90 days, building trust, providing support, and ensuring a smooth and welcoming experience. Located across our ACT locations, you’ll play a key role in creating a positive and personalised transition for residents and their families as they begin their journey with Warrigal. Working closely with residents, families, and care teams, you’ll guide the onboarding experience by building relationships, understanding individual needs and preferences, and providing clear information about Warrigal’s services and support. You’ll maintain accurate customer records, support effective handovers, and ensure each resident’s choices, identity, and needs are recognised.

Responsibilities

Guide new residents and their families through their first 90 days; Build trust and provide support for a smooth and welcoming experience; Create a positive and personalised transition for residents and families; Build relationships and understand individual needs and preferences; Provide clear information about Warrigal’s services and support; Maintain accurate customer records and support effective handovers; Ensure each resident’s choices, identity, and needs are recognised; Work closely with residents, families, and care teams

Requirements

Experience in a customer service, client-facing, or relationship-focused role, ideally within aged care or a similar sector; Ability to manage sensitive conversations with empathy, professionalism, and confidence; Strong organisation skills with excellent attention to detail and accuracy; High-level verbal and written communication skills, with strong active listening abilities; Ability to build rapport and create positive outcomes for residents and families; Commitment to ensuring residents feel known, loved, and connected throughout their aged care journey; Proficiency in Microsoft Office and CRM systems; Flexible, adaptable, and solutions-focused approach; Genuine empathy for older people and a warm, personable manner; Ability to work autonomously and collaboratively within a team; Strong focus on maintaining accurate records, processes, and customer information; Professional approach with a commitment to delivering high-quality outcomes; Current driver’s licence and ability to travel across our ACT facilities

Nice to have

Relevant qualifications in aged care, business, customer service, or a related field; Experience within human services, community, or not-for-profit environments; Understanding of resident onboarding processes, aged care regulations, and relevant legislation; Strong knowledge of privacy, compliance, and customer-focused service practices

Benefits

Hourly rate: $38.17 + packaging benefits + super; Not For Profit salary packaging benefits – pay up to $18,550 less tax per year; Career break schemes, additional purchased leave and more; Commitment to on-going professional and career development; Subsidised access to local gym and 200+ more across the country with a Fitness Passport; 24/7 access to mental, physical, social and financial support via the EAP