Employee Type Full Time
Contact information
Contact Phone **********
Client Engagement Coordinator (Admissions Officer)
Help older Australians and their families navigate one of life's most important decisions.
Are you a compassionate and customer-focused qualified who thrives on building meaningful relationships?
Do you enjoy helping people during important life transitions while delivering exceptional service?
Aeralife is looking for an experienced
Client Engagement Coordinator
to join our team and play a key role in supporting prospective residents and their families throughout the aged care admissions journey.
Based at our
Support Office in Hawthorn
, you'll be the first point of contact for many families exploring aged care options.
Through your warm, professional and empathetic approach, you'll help guide families with confidence, making a genuine difference during what can often be a significant and emotional transition.
The Opportunity
As our Client Engagement Coordinator, you'll manage enquiries from prospective residents and families, providing accurate information, coordinating tours and supporting admissions outcomes across our aged care communities.
This is a relationship-focused role that combines customer service, administration and sales support, making it ideal for someone who enjoys connecting with people while working in a purpose-driven environment.
You will work closely with Client Services Managers and operational teams to deliver a seamless customer experience from first enquiry through to admission.
What You'll Be Doing
Be the first point of contact for prospective residents and families via phone and email
Provide timely, professional and compassionate support throughout the enquiry process
Maintain accurate customer records and interactions within the CRM system
Coordinate and schedule tours with prospective residents and family members
Follow up with tour attendees and support ongoing engagement opportunities




Provide information relating to residential aged care services, Resident Agreements, billing and Services Australia processes
Identify customer needs and ensure enquiries are directed and resolved efficiently
Escalate complex enquiries to the appropriate stakeholders when required
Work collaboratively with Client Services Managers and residential teams to support occupancy outcomes
Contribute to service improvements and initiatives that enhance the customer experience
Travel to Aeralife residences and Support Office locations as required
What We Offer
As part of the Aeralife team, you'll have access to a range of benefits designed to support your wellbeing and professional growth:
Grow Your Own Staff Referral Program
– earn rewards for referring quality candidates to join our team
Ongoing learning and professional development opportunities to support your career growth
A positive, inclusive and highly supportive workplace culture built on our values of Passion, Innovation, Empathy and Respect
Employee Assistance Program (EAP)
offering confidential wellbeing and counselling support for you and your immediate family
Salary packaging benefits
to help maximise your take-home pay
Novated leasing and vehicle financing options
Discounted private health insurance
Exclusive employee discounts and lifestyle benefits
including travel, holidays, technology, electronics, home appliances and home essentials through our Aeralife Benefit Partners Program
Staff values and service awards
that celebrate individual and team achievements




About You
You are a highly organised and empathetic professional who genuinely enjoys supporting people.
You bring outstanding communication skills, strong attention to detail and a commitment to delivering exceptional customer experiences.
To be successful in this role, you will have:
A qualification relevant to the role and function of this position
Current NDIS Worker Screening Check
Excellent customer service skills, demonstrating patience and empathy
Strong verbal and written communication skills
Strong time management and organisational skills
Excellent computer literacy and competency in CRM systems
High attention to detail and accuracy
Current Australian Driver Licence
Ability to travel to Aeralife residences and Support Office locations as required
Highly regarded:
Previous experience in aged care admissions, customer engagement or intake services
Knowledge of aged care services and current aged care legislation
Working knowledge of the Australian National Aged Care Classification (AN-ACC) funding model
Experience supporting customers and families through complex decision-making processes
About Aeralife
As a proudly Australian-owned aged care provider with more than 20 years of experience, Aeralife specialises in premium residential aged care.
Guided by our values of
Passion, Innovation, Empathy and Respect
, we are committed to creating communities where residents feel safe, connected and truly at home.
Our people are at the heart of everything we do.
We foster a supportive and collaborative culture where team members are empowered to make a meaningful difference every day.
The successful candidate will be required to provide evidence of Australian work rights and a current NDIS Worker Screening Check.
Due to the volume of applications received, only shortlisted candidates will be contacted.
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📌 Client Engagement Co-Ordinator (Melbourne)
🏢 Aeralife
📍 Melbourne