Customer Engagement Partner in Stirling

Join an award-winning organisation recognised for Excellence in Workplace Culture, Large Business, Change Champion and Best Workplace. At Warrigal, we’re proud to be a leader in aged care, where great people create meaningful experiences for older people and their families. We’re looking for a Customer Engagement Partner who is passionate about delivering exceptional service and supporting residents through their transition into residential care.

In this role, you’ll guide new residents and their families through their first 90 days, building trust, providing support, and ensuring a smooth and welcoming experience. Your empathy, professionalism, and commitment to customer care will help make a lasting difference from day one.

About Warrigal: Our vision is simple yet profound: to create a world where older people feel known, loved, and connected. Our values – Integrity, Respect, Innovation and Compassion - guide our approach and purpose—Enabling older people live their best lives on their terms. We’re dedicated to providing dignity, community, and belonging to all older people.

The opportunity: Located across our ACT locations, you’ll play a key role in creating a positive and personalised transition for residents and their families as they begin their journey with Warrigal. Through genuine connection and compassionate support, you’ll help ensure residents feel welcomed, informed, and confident in their new home. Working closely with residents, families, and care teams, you’ll guide the onboarding experience by building relationships, understanding individual needs and preferences, and providing clear information about Warrigal’s services and support. You’ll maintain accurate customer records, support effective handovers, and ensure each resident’s choices, identity, and needs are recognised.

This role is ideal for someone who is passionate about customer experience, skilled in building trust, and committed to creating meaningful outcomes for older people and their families.

The benefits: Hourly rate: $38.17 + packaging benefits + super. Not For Profit salary packaging benefits – pay up to $18,550 less tax per year, meaning more money for you. Career break schemes, additional purchased leave and more. Commitment to ongoing professional and career development. Subsidised access to your local gym and 200+ more across the country with a Fitness Passport. 24/7 access to mental, physical, social and financial support via the EAP.

The requirements: Essential: Experience in a customer service, client-facing, or relationship-focused role, ideally within aged care or a similar sector. Ability to manage sensitive conversations with empathy, professionalism, and confidence. Strong organisation skills with excellent attention to detail and accuracy. High-level verbal and written communication skills, with strong active listening abilities. Ability to build rapport and create positive outcomes for residents and families. Commitment to ensuring residents feel known, loved, and connected throughout their aged care journey. Proficiency in Microsoft Office and CRM systems. Flexible, adaptable, and solutions-focused approach. Genuine empathy for older people and a warm, personable manner. Ability to work autonomously and collaboratively within a team. Strong focus on maintaining accurate records, processes, and customer information. Professional approach with a commitment to delivering high-quality outcomes. Current driver’s licence and ability to travel across our ACT facilities.

Desirable: Relevant qualifications in aged care, business, customer service, or a related field. Experience within human services, community, or not-for-profit environments. Understanding of resident onboarding processes, aged care regulations, and relevant legislation. Strong knowledge of privacy, compliance, and customer-focused service practices.

What our people love about working here: A supportive, passionate culture: It’s a community filled with inspiring, big-hearted people. We back each other, listen without judgement and lead with kindness, respect and unwavering support - for our customers, residents and each other. This is encouraged from the top down and worked hard at – every day. Leaders who value you: It’s important you feel valued. To us, this is not a one-off task. But a commitment to creating an environment where you feel seen, heard and valued – every day. Leaders and managers go out of their way to understand you, respect your opinions and hear what you have to say. This creates greater unity and collaboration with each other. One team, united in our purpose: We support older people to have great lives. We put older people first in everything we do. On an everyday level, we help them age with dignity, independence, happiness and connectedness. On a big picture level, we’re challenging ageist thinking in Australia. This is the Warrigal Way.

Who we are: A community who cares. Warrigal has firmly established itself in the aged care community for over 60 years. We’re proud of the diverse range of retirement living and aged care services we’ve built up in that time, but we still have the same appetite to grow and innovate. Meaning, you’ll have the chance to move around, get promoted or explore different areas across our expanding business in Illawarra, Southern Highlands, Queanbeyan, and Canberra – if that’s what you want.

Rediscover meaning at work: This is your chance to do work that matters, and make a meaningful difference to the lives of Australia’s older community – now and in the future.

JOIN US AND BE THE DIFFERENCE. We encourage Aboriginal and Torres Strait islander people, workers of all abilities, ages and people from culturally and linguistically diverse backgrounds to apply and join our community. Are you keen? Then don’t delay applying. We review applications as we get them and will close the vacancy once we find the right person. Got questions? You can contact vacancy but please don’t send applications through email – we can’t accept them. If successful, you may be asked to do a medical, National Criminal History Check or NDIS Worker Screening Check, and provide references.