The opportunity

This is a fixed term contract - 18 months. 

A role that is at the heart of every resident’s journey. We’re looking for a compassionate and proactive Customer Relationship Concierge to support residents and their families as they navigate the process of choosing and transitioning into residential aged care.

In this rewarding role, you will:

If you’re motivated by meaningful work, love building relationships, and want to be part of a team that truly makes a difference—this is the opportunity for you.

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.

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.

Ready to Make a Difference?

At Bupa, our people are at the heart of everything we do. We’re committed to providing a workplace where our team can thrive, grow, and truly make a difference in the lives of those we care for.

To apply, simply click the Apply button and follow the steps to complete your online application. As part of the process, you’ll need to complete pre-employment checks, including a criminal history check and pre-employment medical.

About Bupa Aged Care Australia:

Bupa Aged Care Australia is the largest private residential aged care provider in the country, with over 9,000 employees providing exceptional care to over 6,500 residents across 70+ homes. We take a person-first approach, ensuring our residents and their families are always at the heart of everything we do. Together, we are committed to delivering our purpose: ensuring longer, healthier, and happier lives.

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.