Job Description

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- Employee Type Full Time
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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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- Strong 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: nn
- 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 cooperative 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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📌 Client Engagement Co-Ordinator (Melbourne)
🏢 Aeralife
📍 Melbourne