Customer Relationship Concierge
Melbourne, Australia
The opportunity
The Customer Financial Concierge team plays a vital role in welcoming and supporting both new and existing residents and their families as they begin their journey with BVAC. With a focus on timely, professional, and compassionate service, the team provides guidance throughout the resident contracting process and ensures a smooth, positive experience.
As a Customer Relationship Concierge, you will be the key connection point for customers and our homes, supporting them through the process of selecting and entering residential aged care. You’ll work closely with the Customer Experience team and Service Operations to implement strategies that attract and secure new residents, contributing directly to the growth and success of our services.
How will I help?
- Lead and support all financial aspects of the resident onboarding journey, including fee discussions, means‑testing guidance, accurate and compliant Resident Agreements, timely billing, resolving invoice or payment queries, and liaising with families, Finance, and Debt Recovery to ensure a smooth and transparent customer experience.
- Drive high‑quality, compliant financial processes across our homes, including conducting periodic audits, advising on variations to agreements, implementing special offers, and staying up to date with legislation to ensure residents receive fair, informed, and timely financial information.
- Lead and mentor General Managers and Customer Service teams by providing expert coaching in sales, contract compliance, respite conversion, and fees and charges.
- Delivering performance feedback to Regional Managers, and role‑modelling exceptional customer service and communication for both internal and external stakeholders.
- Act as a subject matter expert in sales and residential agreements, serving as the first point of contact for specialist advice, guiding the SME team, and ensuring the business is equipped with the knowledge and support needed to achieve its objectives.
What do I need?
- Strong proficiency in Microsoft Office, with desirable qualifications such as Cert IV in Training & Assessment, Business Administration, or a related degree (Business, HR, etc.).
- Demonstrated experience in administration management and people leadership, ideally within the aged care or health care sector.
- Solid understanding of aged care funding models, including respite allocation, accommodation supplements, Means Tested Care Fees, and Income & Assets assessments.
- Proven capability in data analysis, financial interpretation (including payment statements), and understanding of P&L drivers.
- Exceptional organisational skills, attention to detail, and a strong commitment to quality processes and business outcomes.
- Highly developed communication skills, with the ability to build strong relationships, influence stakeholders, and liaise effectively with regulatory bodies.
- Skilled in mentoring and coaching teams, supporting change management initiatives, and contributing to continuous improvement.
- Ability to collaborate with key stakeholders including General Managers, Operations Managers, CSC/CSM teams, and BVAC business units such as Finance.
Why Bupa?
At Bupa, we believe in offering our team more than just a job. We provide a supportive and flexible working environment with a range of fantastic benefits to ensure you have the work-life balance you deserve:
- Competitive salary package with performance-based management bonuses.
- Flexibility across our 24/7 operations – work-life balance is a priority.
- Generous leave provisions, including 12 weeks paid parental leave.
- Access to discounts on health, travel, home, car, landlords, and pet insurance.
- 35% off optical services and 10% off at Bupa Dental Clinics.
- Health and wellness initiatives with exclusive discounts through the Bupa SMILE program.
- Enjoy workplace giving and Bupa's fund matching program for charitable donations.
- Work in a beachside luxury environment with attractive accommodation for staff.
Join us in creating a better future for those who matter most.
At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.
We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.
We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.
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