Are you someone who lights up when you make someone’s day? Do you believe residents deserve not just care, but joy, dignity, and moments that truly matter? Are you passionate about shaping environments where people feel at home, supported, and genuinely valued? If yes, this is your role. At Southern Cross Care Tasmania, we’re looking for an inspiring, energetic and deeply people-focused Resident Experience Manager to lead our Resident Experience Team and elevate the day-to-day lives of the residents who call SCC home. This is role is about human connection, meaningful relationships, services delivered with care, and building a culture where every resident feels seen, heard and supported. Why This Role Matters Our Resident Experience Manager is the heart and driving force behind how our residents experience life in our homes. From first enquiry to daily interactions, to shaping community life and ensuring memorable moments, you will champion what makes SCC truly special. Genuine care and a commitment to making every day brighter. You will lead a passionate team of Resident Experience Officers and work closely with Facility Managers and Clinical teams to ensure residents enjoy a place that feels warm, welcoming, safe, and filled with connection. If you are empathetic, innovative, resilient and enthusiastic about improving the lives of older Tasmanians, you will absolutely thrive in this role. What You’ll Be Doing As Resident Experience Manager, you will: Lead and inspire the Resident Experience team to deliver exceptional service Champion the resident voice and ensure their preferences, choices and wellbeing are at the centre of every decision Create a vibrant, homelike community full of engagement, belonging and meaningful experiences Support compliance with the new Aged Care Act, particularly Outcome 1.4 (Resident Experience) Drive occupancy and oversee the lead-generation pipeline, ensuring families feel supported and informed Engage directly with residents and families, ensuring communication is warm, respectful, and responsive Coordinate feedback and experience surveys, identifying opportunities to continuously improve Support complaints and service recovery, responding with empathy and professionalism Collaborate across teams clinical, hospitality, lifestyle, quality, finance, to ensure seamless resident support Help shape the future of resident experience across SCC Tasmania This role is for someone who leads with purpose, listens deeply, cares wholeheartedly, and brings creativity and optimism to every interaction. About You You are someone who: Radiates warmth, kindness, and genuine interest in people Loves creating memorable moments and meaningful experiences Brings original ideas and a solutions-focused mindset Leads with energy, confidence and a hands-on approach Has strong communication and relationship-building skills Thrives in a dynamic environment where no two days are the same Understands (or is ready to learn) the requirements of the new Aged Care Act Is passionate about lifting the standard of aged care and enhancing resident wellbeing Experience in aged care, customer experience, hospitality, human services, leadership or community engagement will be highly regarded. Why Join Southern Cross Care Tasmania? At SCC, you’ll be part of a values-driven organisation where kindness, respect, connection and dignity guide everything we do. You will be supported to bring your ideas to life and given the freedom to shape a truly meaningful resident experience. We offer: A role with purpose and impact A supportive leadership team Opportunities to innovate, influence and grow The chance to make a profound difference in people’s lives every single day A competitive salary The opportunity to salary package up to $18,900 per FBT year Free parking Relocation assistance Exclusive retail discounts Reward & Recognition Program Employee Assistance Program Purchased leave Ongoing training and development opportunities Discount private health insurance Corporate discounts and benefits from a wide range of popular brands! Ready to Bring Your Passion to Life? If you’re excited by the idea of building a place where residents feel truly at home, surrounded by kindness, community, and care we would love to hear from you.
