Customer Service Manager - Aged Care - Brighton East
Customer Service Manager – Aged Care - Brighton East
Care without Compromise
At Mayflower, our mission is to enhance quality of life choices for our community. We're guided by four values that shape everything we do: Compassion, Excellence, Integrity and Respect. We're looking for a leader who can bring genuine people management skill to a team that sits right at the heart of the resident journey.
About the Role
We're seeking a Customer Service Manager to lead our Customer Services team at Mayflower Brighton. This is a hands-on leadership role, with the Customer Services Supervisor and Customer Service Officer team reporting through to you giving you real accountability for how well your people perform, and how well families are looked after from first enquiry through to admission.
You'll set the standard, coach your team to meet it, and be the escalation point when things get complex - whether that's a sensitive admissions matter involving a resident's family or legal representative or supporting your team through sensitive situations. We need a high energy person who can juggle many different tasks.
What You'll Do
People Leadership
Provide direct leadership and line management of the Customer Service team.
Set clear performance expectations and KPIs, and hold the team accountable for delivery.
Lead workforce planning for the team in conjunction with the Customer Services Supervisor.
Coach, develop and support career progression through the Customer Service knowledge-block pathway.
Build a positive, inclusive, high-performing team culture in rostering, reception and admissions.
Admissions & Customer Experience
Personally manage key and complex enquiries, guiding prospective residents and families through Mayflower's services,



processes and associated finances.
Act as escalation point for complex admissions matters, including liaising with legal representatives or administrators where required.
Oversee adherence to privacy, confidentiality and consumer law requirements across all admissions activity.
Support the Customer Services Supervisor's fulfilment of external reporting obligations (PRODA, My Aged Care, Medicare, Resident Select).
Ensure resident placements align with assessed care needs, working closely with the Executive General Manager.
What You'll Bring
Proven experience leading and managing a team, including performance management, coaching and workforce planning.
A people-oriented leadership style that balances empathy for residents and families with commercial and performance discipline.
Excellent written and verbal communication and negotiation skills.
Strong sense of accountability, comfortable owning outcomes and driving corrective action when results are off track.
Ability to build strong relationships across internal and external stakeholders. A people person with a positive sense of humour!
Ability to work independently, set direction and manage competing priorities - it is busy!
Working knowledge of Aged Care regulations, funding structures and accreditation standards would be a big plus in this role but it's not essential.
Why Mayflower?
You'll lead a close-knit team where the quality of your people leadership directly shapes the experience of every family who walks through our doors. If you get energy from developing people and getting admissions right for families at a vulnerable time, this role gives you real scope to do both.
Mayflower is an equal opportunity employer. All applicants will require a satisfactory Police Check as a condition of employment.
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📌 Customer Service Manager - Aged Care - Brighton East (Melbourne)
🏢 Mayflower
📍 Melbourne