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- Tasks: Lead customer-facing teams and drive sales strategies in aged care.
- Company: Whiddon, a leader in aged care services with a focus on community.
- Benefits: Generous leave options, hybrid work model, salary packaging, and educational support.
- Other info: Opportunities for career growth and recognition for your contributions.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Leadership experience in sales or customer service, preferably in aged care.
The predicted salary is between 60000 - 80000 ÂŁ per year.
As the trusted first point of contact for prospective residents, clients and families, this leadership role is instrumental in shaping how Whiddon engages with customers at some of life’s most significant moments. You will lead high‑performing, customer‑facing teams, drive change, and partner closely with Operations, Care, Finance, Property and Marketing to achieve occupancy, revenue and service excellence outcomes. This is a strategic and hands‑on role, owning Whiddon’s end‑to‑end admissions and sales frameworks, strengthening CRM capability, and delivering meaningful insights that support informed decision‑making across the organisation.
KEY RESPONSIBILITIES
- Lead and deliver Whiddon’s admissions and sales strategy across Residential Aged Care, Home Care and Retirement Living, driving occupancy, revenue and conversion outcomes in line with organisational capacity, care quality and customer need.
- Own end‑to‑end admissions performance, including KPIs and SLAs, financial and contractual conversations (RAD/DAP, fees, Additional Services), respite‑to‑permanent conversions, escalations and on‑call responsibilities in line with emergency management procedures.
- Support growth initiatives including additional revenue programs (HELF), new developments and redevelopments, leveraging customer, market and competitor insights to inform pricing, product and service design decisions.
- Own Whiddon’s CRM and lead management platforms, ensuring strong adoption, data quality and integrity, accurate pipeline and occupancy tracking, and delivery of clear, actionable reporting, dashboards and forecasting in partnership with IT and digital teams.
- Lead, coach and develop a high‑performing Customer Liaison and Admissions team, embedding consistent capability across sales, customer service, compliance and financial discussions through effective onboarding, training and values‑led leadership.
- Ensure accurate preparation, execution and governance of contracts and admissions documentation.
- Support budget management related to admissions and customer service functions.
THE ESSENTIALS
- Significant leadership experience in sales, admissions or customer service within aged care, home care, health, retirement living or another regulated service environment.
- Proven ability to lead teams and deliver occupancy, revenue and customer experience outcomes.
- Strong capability in CRM systems, reporting, sales analytics and pipeline management.
- Excellent stakeholder engagement, communication and influencing skills.
- Demonstrated ability to manage sensitive, high‑stakes customer conversations with empathy and clarity.
- Highly organised, systems‑oriented and comfortable operating in complex environments.
- Strong understanding of aged care and home care funding, legislation and fee structures.
- Experience with Additional Services, HELF or ancillary revenue models.
- Exposure to new developments, pre‑sales or portfolio‑based admissions models.
WHAT WE OFFER
- Comprehensive leave options to support you in mind and body.
- 5 weeks Annual Leave (or the option to cash out Annual Leave).
- Access to Long Service Leave after 5 years.
- 12 weeks paid Parental Leave.
- Up to 5 days paid Fertility leave.
- Up to 3 days paid Community Service leave each year.
- Up to 4 days paid Compassionate leave.
- Extra public holiday per year with Frank Whiddon Day.
- Employee Assistance Program for when you need extra support.
- Hybrid working model. Enjoy a mix of working from home and in the office, and our Work from Anywhere Policy – Support services only.
- Salary Packaging options so you can keep more of your pay.
- Quarterly gifts, including Cost of living voucher, ACE Day, Christmas gifting and other ad‑hoc gifts from time to time.
- Access to retail benefits and perks, including great discounts, and passes to the cinema, tickets to concerts or sports events, food vouchers, and more!
- Employee Referral Program. Get paid up to $500 to refer our next Whiddon star.
- Learning, learning, learning. Whiddon Scholarships Programs, Leadership Development Programs, Traineeships and more… we want to support your educational journey!
- Get recognised for your great work! Just in Time Recognition, Milestone Celebrations, Everyday Heroes, Annual Awards night and more.
- Recognition for successfully completing your probation period.
- Locations across NSW and QLD. If you need to relocate or wish to transfer between our Homes.
Sales & Customer Service Manager employer: The Whiddon Group
Contact Detail:
The Whiddon Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sales & Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the aged care and customer service sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research Whiddon’s values and recent initiatives. Think about how your experience aligns with their mission. Practise answering common interview questions, especially around leadership and customer engagement.
✨Tip Number 3
Showcase your CRM skills! Be ready to discuss your experience with CRM systems and how you’ve used data to drive sales and improve customer service. Bring examples of reports or dashboards you've created that led to actionable insights.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Sales & Customer Service Manager
Some tips for your application 🫡
Show Your Leadership Skills: In your application, make sure to highlight your leadership experience. We want to see how you've successfully led teams in sales or customer service, especially in environments like aged care or health. Share specific examples that demonstrate your ability to drive results and engage with customers.
Be Data-Driven: Since this role involves managing CRM systems and sales analytics, it’s crucial to showcase your analytical skills. Talk about your experience with data management and how you’ve used insights to inform decision-making. We love candidates who can back up their claims with numbers!
Communicate Clearly: Effective communication is key in this role, so make sure your application reflects that. Use clear and concise language, and don’t shy away from sharing how you’ve handled sensitive conversations with empathy. We’re looking for someone who can connect with clients and families during important moments.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen on joining the Whiddon team!
How to prepare for a job interview at The Whiddon Group
✨Know Your Stuff
Before the interview, dive deep into Whiddon's mission and values. Understand their approach to customer service in aged care and how they engage with clients. This will help you align your answers with what they value most.
✨Showcase Your Leadership Skills
Be ready to discuss your past experiences leading teams, especially in sales or customer service. Prepare specific examples that highlight your ability to drive occupancy and revenue while maintaining a high standard of customer experience.
✨Familiarise Yourself with CRM Systems
Since this role involves owning Whiddon’s CRM and lead management platforms, brush up on your knowledge of CRM systems. Be prepared to discuss how you've used data analytics and reporting to inform decision-making in previous roles.
✨Practice Empathy in Conversations
Given the sensitive nature of the role, practice articulating how you would handle high-stakes customer conversations. Show that you can communicate with empathy and clarity, which is crucial in building trust with prospective residents and their families.