Support Officer

Transform lives, every single day 

Do you want a career that means more? At Anglicare Sydney, we bring the strength, the support and the strategy to make it happen. 

We are a well-respected not-for-profit that’s been serving society’s most vulnerable for more than 170 years. Each year, we achieve life-changing outcomes for the 40,000+ people who rely on our person-centred support. And now, we’re extending our reach and impact even further. 

As a Support Officer, you will play a key role in creating a positive resident experience by providing exceptional administrative, scheduling and customer service support within our Retirement Villages. You will be the first point of contact for many resident enquiries, helping ensure residents feel supported, informed and connected to the services they need. 

Your Opportunity 

This is a full-time permanent onsite role based at Castle Hill Village between Monday to Friday with occasional weekend rostered hours to support operational requirements. 

As a Support Officer, you will support the day-to-day administrative operations of an Anglicare Retirement Village, working closely with residents, their families, onsite health and care teams, village teams and external stakeholders. 

You will be responsible for coordinating resident enquiries, supporting scheduling activities, maintaining accurate records and ensuring services are delivered efficiently and professionally. 

With empathy, professionalism and a strong customer focus, you will: 

Resident Support & Customer Service 

• Provide exceptional customer service to residents, families and stakeholders 

• Manage inbound calls, emails and enquiries in a timely and professional manner 

• Triage resident enquiries and coordinate resolutions with relevant teams 

Scheduling & Administration 

• Maintain accurate resident information within CRM and associated systems 

• Coordinate scheduling requests and service changes efficiently 

• Ensure records, documentation and correspondence are completed accurately and on time 

• Support service coordination activities to meet resident needs and expectations 

Stakeholder Engagement 

• Build strong working relationships with residents, families,care teams and village staff 

• Liaise with internal and external stakeholders to ensure enquiries are resolved promptly 

• Communicate clearly and professionally across multiple channels 

Continuous Improvement & Compliance 

• Contribute to process improvements that enhance resident and team experiences 

• Support managing KPI achievement relating to resident enquiries, scheduling and service delivery 

• Uphold Anglicare's Mission, Vision and Values in all interactions 

Safety & Workplace Culture 

• Promote a positive safety culture through active participation in WHS activities 

• Maintain a safe, respectful and inclusive work environment 

• Report hazards, incidents and near misses in accordance with organisational requirements 

What You'll Bring 

You are organised, proactive and customer-focused, with a genuine passion for supporting older people and creating positive experiences. 

You will also need: 

• Minimum 2 years' experience in administration, scheduling or customer service roles 

• Experience using CRM systems, scheduling platforms or similar business systems 

• Strong customer service and stakeholder management skills 

• Excellent written and verbal communication abilities 

• High attention to detail and strong data accuracy skills 

• Ability to manage competing priorities in a fast-paced environment 

• Strong problem-solving and organisational skills 

• Intermediate Microsoft Office skills 

• Ability to work in a dynamic environment 

Why Anglicare?     

• We provide meaningful opportunities and choice, both for the individuals and communities we support and the dedicated people here who make it happen.     

• At Anglicare, you’ll get the security, stability and opportunities that come with a strong, well-established organisation that’s ready for the future. You’ll belong to a community of kind, humble and respectful people of all faiths and backgrounds. You will also be supported to gain new knowledge, deepen your experience and expertise, and shape a rewarding career.     

• On top of that, here are just some of the tangible benefits you will enjoy in a career with us:     

• Pay less tax on your income and increase your take home pay. With salary packaging, up to $15,900 of your income is tax free.     

• Spend up to $2,650 on accommodation, meals and entertainment also tax free with salary packaging.     

• Ongoing professional development and leadership training to advance your career     

• Exclusive discounts to over 400 retailers     

• Employee Assistance Program and Fitness Passport with discounts to over 800 gyms for you and your family     

Are you ready for a career that means more?    

• To apply for this role, please click the ‘Apply’ button or submit. All applicants will receive a response.      

• Anglicare is as wonderfully diverse as the customers and communities we support. While we are guided by our Christian-based values, our team includes people of all faiths and backgrounds who share our commitment to serving others, and we value the diverse perspectives they bring. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, genders, abilities and cultural backgrounds.    

• Disclaimer: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.