We're looking for a Resident Experience Lead who can bring
warmth, structure, and genuine operational rigour to the way we support our
residents — someone who sees the connection between a well-run village and a
life well lived.
The Opportunity
You'll be the driving force behind a consistent,
resident-centred experience across our southern Independent Living Unit (ILU)
portfolio — managing how people are welcomed in, how they stay engaged and how
they're communicated with.
You'll be responsible for connecting residents to services ,
administration, on-the-ground operations, and the broader organisation,
including integration with Residential Aged Care (RAC) and Home Care services
across the state.
This is a role with genuine scope to shape how our villages
feel to the people who live in them, and how well they function for the people
who run them.
You'll also provide direct operational and leave support to
the Village Manager South, with the ability to fulfill broader leadership responsibilities
when required.
What You'll Do
Resident Experience & Engagement
Lead resident engagement and satisfaction
initiatives across southern villages.
Coordinate resident feedback, surveys,
complaints follow-up, and service improvement actions regionally.
Coordinate the Annual General Meeting calendar
and committee engagement statewide.
Support resident wellbeing, community
participation, and social engagement opportunities.
Assist in the preparation, editing, production
and distribution of Village newsletters and other resident communications,
ensuring information is accurate, timely and aligned with organisational
standards.




Occupancy & Onboarding Support
Support prospective resident engagement, tours,
onboarding, and transition processes.
Promote alignment and integration opportunities
with RAC and Home Care services.
Community & Lifestyle Coordination
Support village social committees and lifestyle
activities.
Assist with coordination of self-funded social
initiatives and community events.
Strengthen village culture and resident
connection.
Operational Support
Provide leave coverage and operational support
for the Village Manager South.
Support local issue resolution and operational
coordination across villages.
Assist with communication between residents,
contractors, and operational teams.
Reporting & Service Monitoring
Monitor resident satisfaction, complaint trends,
and response times.
Support occupancy reporting and service
performance tracking.
Support Village governance processes by
preparing reports and documentation for Village Committee meetings, attend
meetings as required, record and monitor action items, and coordinate follow-up
activities to ensure timely completion
Resident satisfaction outcomes
Complaint response and resolution times
Occupancy support outcomes
Engagement participation rates
Community activity participation
Service responsiveness
Why This Role
This is more than an administrative or coordination role —
it's a chance to be the thread that ties resident experience together across a
whole portfolio, with visible impact and a transparent path toward broader
operational leadership.
For further information contact:
Retirement Villages Manager Paula Bourne ******

📌 Resident Experience Lead (Hobart)
🏢 Southern Cross Care (Tas
📍 Hobart