Job Description
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Employee Type Full Time
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Contact information n
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Contact Phone
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Client Engagement Coordinator (Admissions Officer)
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Help older Australians and their families navigate one of life's most important decisions.
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Are you a compassionate and customer-focused professional who thrives on building meaningful relationships? Do you enjoy helping people during important life transitions while delivering exceptional service?
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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.
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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 n
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.
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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.
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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 n
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Be the first point of contact for prospective residents and families via phone and email
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Provide timely, professional and compassionate support throughout the enquiry process
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Maintain accurate customer records and interactions within the CRM system
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Coordinate and schedule tours with prospective residents and family members
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Follow up with tour attendees and support ongoing engagement opportunities




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




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.
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To be successful in this role, you will have:
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A qualification relevant to the role and function of this position
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Current NDIS Worker Screening Check
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Excellent customer service skills, demonstrating patience and empathy
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Strong verbal and written communication skills
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Solid time management and organisational skills
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Excellent computer literacy and competency in CRM systems
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High attention to detail and accuracy
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Current Australian Driver Licence
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Ability to travel to Aeralife residences and Support Office locations as required
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Highly regarded: n
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Previous experience in aged care admissions, customer engagement or intake services
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Knowledge of aged care services and current aged care legislation
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Working knowledge of the Australian National Aged Care Classification (AN-ACC) funding model
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Experience supporting customers and families through complex decision-making processes
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About Aeralife n
As a proudly Australian-owned aged care provider with more than 20 years of experience, Aeralife specialises in premium residential aged care.
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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.
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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.
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The successful candidate will be required to provide evidence of Australian work rights and a current NDIS Worker Screening Check.
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Due to the volume of applications received, only shortlisted candidates will be contacted.
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#J-*****-Ljbffr

📌 Client Engagement Co-Ordinator (Melbourne)
🏢 Aeralife
📍 Melbourne