Residential Experience Manager

UnitingCare Children, Young People and Families – Brisbane QLD

Full time

Make a meaningful difference with BlueCare. We're looking for someone who believes exceptional aged care is about more than clinical outcomes. It's about creating experiences that bring comfort, dignity, connection and joy to every resident, every day.

An integral part of our big-hearted BlueCare team, as a Resident Experience Manager, you'll lead the delivery of wellness, dining, hospitality and home services across a portfolio of residential aged care homes. You'll be empowered to influence meaningful change, drive service excellence and enhance the everyday experiences.

About the role:

• Provide leadership and oversight of resident experience initiatives across a designated portfolio of residential aged care homes.
• Support the delivery of person-centred wellness programs, exceptional dining experiences, high-quality cleaning and laundry services, and continuous service improvement initiatives.
• Deliver meaningful engagement, safe mealtimes, and reliable cleaning and laundry services.

You will:

• Drive consistent resident experience standards across wellness, dining, cleaning and laundry services.
• Lead and support Home Services Leads and Wellness Leads to deliver outstanding resident outcomes.
• Enhance resident wellbeing through meaningful, engaging and personalised wellness programs.
• Champion dining and hospitality excellence, ensuring mealtime experiences promote dignity, choice and enjoyment.
• Oversee service quality, compliance, audits, complaints management and continuous improvement activities.
• Partner with operational and clinical leaders to ensure services align with resident needs, aged care standards and organisational priorities.
• Use data, feedback and performance metrics to identify opportunities to improve resident outcomes and service delivery.

What makes this role unique?

This is an opportunity to shape how residents experience life in our homes. You'll have the ability to influence multiple service areas that contribute directly to resident wellbeing and quality of life, from meaningful lifestyle programs and social engagement to memorable dining experiences and welcoming home environments.

Role requirements:

• Bachelor's degree in Health Services, Hospitality Management, Business Administration, Aged Care, Community Services or a related discipline.
• Demonstrated leadership experience in aged care, hospitality, wellness, lifestyle services or residential service delivery.
• Proven ability to lead and develop multidisciplinary teams across multiple sites.
• Strong understanding of resident-centred care principles and customer experience frameworks.
• Experience managing quality systems, audits, complaints and continuous improvement activities.
• Knowledge of food safety, wellness programming, cleaning, infection prevention and workplace health and safety requirements.
• Strong stakeholder engagement, communication and influencing skills.
• Current Queensland Driver Licence.
• Ability to satisfy relevant probity checks.

Desirable:

• Certificate III or IV in Individual Support, Community Services, Leisure and Health or related qualification.
• Experience working within residential aged care environments.
• Knowledge of the Strengthened Aged Care Quality Standards and regulatory requirements.
• Current First Aid and CPR qualifications.

What we offer:

• Competitive salary package plus superannuation.
• Not-for-Profit Salary Packaging to increase your take-home pay.
• Career development and progression opportunities.
• Flexible and supportive work environment.
• Employee Assistance Program.
• Access to health and wellbeing initiatives.
• The opportunity to make a genuine difference in the lives of older Australians.

Why BlueCare?

BlueCare is one of Queensland's largest and most trusted providers of community care, residential aged care, retirement living and disability services. At BlueCare, you'll be part of an organisation that values compassion, respect, innovation and excellence. We support our people to grow, develop and deliver services that positively impact the lives of those we care for.

Employee Benefits:

• Save tax and increase your take home pay by salary packaging your everyday living expenses and bills (up to $15,900) and meal entertainment (up to $2,650) per annum.
• A recognition and rewards platform, providing employee discounts at hundreds of retailers.
• 12 weeks paid parental leave and 2 weeks paid partner leave, available after 6 months service.
• Diversity and inclusive leave, offering paid gender affirmation leave and cultural leave options.
• Career development opportunities with one of the most trusted community and residential care providers in Australia.

BlueCare is proudly part of the UnitingCare Family. Joining the state’s largest network of aged care workers with its over 8,000 strong team, you’ll also be welcomed as part of the UnitingCare family.

Child safe, Child friendly: UnitingCare is committed to being a Child Safe, Child Friendly organisation.

Diversity & Inclusion: Our approach is simple–everybody is welcome here.

Safe workplace: We work hard to make our services welcoming and safe for every person.

Commitment to Safeguarding: We are committed to creating services and workplaces that are welcoming and safe for every person.