Career Opportunities

At Whiddon, we are driven by purpose – supporting older Australians to live fulfilling lives, connected to their communities. We are seeking an experienced Sales and Customer Service Manager to lead our centralised Admissions, Sales and Customer Liaison functions, playing a critical role in driving sustainable growth and exceptional customer experience across Residential Aged Care, Home Care and Retirement Living.

THE OPPORTUNITY

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 the likes of 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.

Desirable

• 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.

We are hoping you’ll join our fantastic Whiddon family at Glenfield on a permanent full-time basis.

WHAT WE OFFER

At Whiddon, we provide our people with benefits that will enhance their experience and provide them with things they actually want and will use. Our benefits are centred around ‘Five Pillars’ – mind, body, financial, social and career.

• 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. Did you know that by salary packaging, you can increase your hourly rate by more than $2? This is how:
• Up to $611.53 per fortnight to pay your mortgage, rent, school fees, etc.
• Up to $101.92 per fortnight to pay entertainment activities like cafes, restaurants, etc.
• Remote living options including rent and mortgage packaging, utilities and holiday transport.
• Novated leasing, a financial wellness program, a personal car buying service and a rewards program through our partners.
• 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

To apply for this position, please submit a copy of your resume addressing the above criteria. To find out more about this position and the benefits of a career at Whiddon then visit our website https://www.whiddon.com.au/careers/