Resident Experience Lead

We're looking for a Resident Experience Lead who can bring warmth, structure, and genuine operational rigour to the way we support our residents — someone who sees the connection between a well-run village and a life well lived.

The Opportunity

You'll be the driving force behind a consistent, resident-centred experience across our southern Independent Living Unit (ILU) portfolio — managing how people are welcomed in, how they stay engaged and how they're communicated with.

You’ll be responsible for connecting residents to services , administration, on-the-ground operations, and the broader organisation, including integration with Residential Aged Care (RAC) and Home Care services across the state. This is a role with genuine scope to shape how our villages feel to the people who live in them, and how well they function for the people who run them.

You'll also provide direct operational and leave support to the Village Manager South, with the ability to fulfill broader leadership responsibilities when required.

What You'll Do

Resident Experience & Engagement

• Lead resident engagement and satisfaction initiatives across southern villages.

• Coordinate resident feedback, surveys, complaints follow-up, and service improvement actions regionally.

• Coordinate the Annual General Meeting calendar and committee engagement statewide.

• Support resident wellbeing, community participation, and social engagement opportunities.

• Assist in the preparation, editing, production and distribution of Village newsletters and other resident communications, ensuring information is accurate, timely and aligned with organisational standards.

Occupancy & Onboarding Support

• Support prospective resident engagement, tours, onboarding, and transition processes.

• Promote alignment and integration opportunities with RAC and Home Care services.

Community & Lifestyle Coordination

• Support village social committees and lifestyle activities.

• Assist with coordination of self-funded social initiatives and community events.

• Strengthen village culture and resident connection.

Operational Support

• Provide leave coverage and operational support for the Village Manager South.

• Support local issue resolution and operational coordination across villages.

• Assist with communication between residents, contractors, and operational teams.

Reporting & Service Monitoring

• Monitor resident satisfaction, complaint trends, and response times.

• Support occupancy reporting and service performance tracking.

• Support Village governance processes by preparing reports and documentation for Village Committee meetings, attend meetings as required, record and monitor action items, and coordinate follow-up activities to ensure timely completion

• Resident satisfaction outcomes

• Complaint response and resolution times

• Occupancy support outcomes

• Engagement participation rates

• Community activity participation 

• Service responsiveness

Why This Role

This is more than an administrative or coordination role — it's a chance to be the thread that ties resident experience together across a whole portfolio, with visible impact and a clear path toward broader operational leadership.

For further information contact:

Retirement Villages Manager Paula Bourne ************@scctas.org.au