South Melbourne | 4 days per week in office | Full-time

Do you know aged care, love talking to people and know how to turn an enquiry into action?

Care & Co Match is looking for an experienced Aged Care Sales & Concierge Consultant to join our growing team in South Melbourne.

This is not a traditional call centre role, and it isn't simply about answering the phone. You'll often be speaking with families at a point when they are confused, overwhelmed or don't know where to start. Your job is to quickly understand what they need, build trust, explain their options and help them take the next step.

That might mean connecting someone with free information and resources, helping them understand the aged care system, or identifying that they would benefit from one of our paid care navigation and concierge services.

We're looking for someone who combines aged care knowledge with solid sales and conversion skills. You should be comfortable asking questions, handling objections, following up leads and confidently asking someone to proceed when our service is the right fit.

What you'll be doingYou'll be one of the first people families speak with when they contact Care & Co Match, including enquiries generated through our aged care platforms and referral partners.

You'll

- Speak with consumers and families looking for aged care support, including home care and residential aged care
- Quickly understand the caller's circumstances, needs, urgency and where they are in their aged care journey
- Determine whether they need free information, further support or a paid Care & Co Match service
- Clearly explain our services, fees and the value of having someone help navigate the process
- Convert suitable enquiries into paying clients
- Handle common objections around cost,



timing, family decision-making and whether someone can navigate the process themselves
- Follow up warm leads by phone, email and SMS rather than waiting for people to call back
- Re-engage prospective clients who aren't ready to proceed immediately
- Make appropriate handovers to our Care Concierge team once a client is ready for support
- Maintain accurate notes, stages and follow-up activities in our CRM
- Work towards individual and team conversion, response-time and revenue targets
- Help us continuously improve the way we respond to and convert enquiries.

Who we're looking forAged care experience is highly desirable. You may have worked for an aged care provider, placement or navigation service, My Aged Care-related service, retirement living operator, health service or another organisation supporting older Australians and their families. Previous experience in a contact centre, inbound sales, customer conversion or high-volume telephone environment would be particularly valuable.

Most importantly, you're someone who can have a warm and empathetic conversation while still being commercially confident.

You'll ideally be

- Knowledgeable about the Australian aged care system
- Excellent on the phone and able to establish rapport quickly




- A strong listener who can get to the heart of what someone needs without making the conversation feel scripted
- Comfortable qualifying leads and identifying buying signals
- Confident with objection handling and asking for the sale
- Persistent with follow-up without becoming pushy
- Calm and compassionate when dealing with families who may be stressed or emotional
- Comfortable working with targets and being accountable for conversion
- Highly organised and disciplined about CRM notes and follow-up
- Able to move comfortably between service, advice and sales.

A little about usCare & Co Match helps older Australians and their families navigate aged care and make confident decisions about what comes next. We believe finding care shouldn't require families to become experts in the aged care system overnight. Our team helps people understand their options, work out what they need and, where they want more support, provides personalised care navigation and concierge services.

We're part of Care & Co Group, an Australian ageing and care company bringing together media, technology and services to make navigating ageing and care easier.

LocationThis is an office-based role in South Melbourne, four days per week.

Being together is important for this team because of the volume and nature of the enquiries we manage, the coaching involved and the close relationship between our contact centre and Care Concierge teams.

You will therefore need to live within a practical commuting distance of South Melbourne or be genuinely comfortable travelling to the office four days each week.

- If you know aged care, you're brilliant on the phone and you get satisfaction from turning a conversation into a genuine outcome for a family, we'd love to hear from you.

📌 Aged Care Sales & Concierge Consultant (Melbourne)
🏢 Care u0026 Co Group
📍 Melbourne