We’re BASScare, a community based, not-for-profit organisation, providing compassionate care for the aged in the Boroondara community. Our journey began 64 years ago when we first formed in 1956 as the Canterbury Citizens Welfare Committee. We were responding to a need within the community for assistance of older people, who were often socially isolated and neglected.

Today, after decades of experience, our unique and tailored approach to aged care ensures our clients and their families are actively engaged and supported during a vulnerable time of life. Our team of professionals and volunteers determines our clients’ individual needs and expectations and provides the best level of residential and community services.

Every one of our services is designed to enhance not only physical and mental wellbeing, while encouraging independence and embracing diversity, flexibility, choice, respect and, above all, dignity.

A brand new form of living for older people at Morgan Glen Iris. These apartments with service will allow older people to live privately with independence and dignity, knowing the best help is on hand from experienced and knowledgeable care professionals. Learn more about Morgan Glen Iris at morgangleniris.com.au.

This exciting new village was launched July 2021 with this position to commence on immediately.

Job Role

The concierge is responsible for ensuring that a high standard of customer service is delivered. The role has significant interaction with key stakeholders, residents, families, contractors and staff.

Some of the task our concierge staff may undertake include (but are not limited to):

Assisting residents with enquiries – Concierge staff respond to and resolve a wide range of resident enquiries. When residents have an issue with their apartment, difficulties working equipment, or have a question regarding services, the concierge deals with these and ensures they are resolved quickly and efficiently.

Book reservations and services – Concierge staff assist residents to make bookings and reservations for the full suite of Morgan Glen Iris services, programs and activities. Concierge staff respond to all special requests, ensuring that they are actioned and followed up to ensure an outstanding resident experience.

Village rules, policies and procedures – Using their comprehensive knowledge of the village rules, policies and procedures, Concierge staff help to answer questions around fees and charges, and refer complex enquiries to the Village Manager for resolution.

Village safety and security – Concierge staff monitor and direct personal and commercial vehicle traffic on property, including resident and guest vehicles, taxis, buses, delivery and emergency vehicles, ensuring vehicles are legally parked, and to maintain a smooth and efficient flow of traffic. Concierge staff monitor and maintain village safety and security by reporting vehicles and safety hazards, unauthorized personnel, or potential security problems to the Village Manager.

Contribute to lifestyle and community programs – Concierges work with the Lifestyle team to plan and deliver programs, services and events that contribute to a vibrant village community. Concierges gather, summarise and provide information to residents about local services and amenities, including special events and activities.

Common area cleaning – In quiet times and outside of peak hours, concierge staff assist our cleaning team to maintain a high-level of cleanliness across all common areas. This may include spot-cleaning, vacuuming, dusting and sanitizing of high-touch areas in the village, amongst other duties as required.

Continuous improvement – Maintaining a high functioning, quality village environment is everyone’s responsibility. Concierge staff contribute their ideas and feedback; constantly look for work efficiencies and trial innovative ways of working.

About you

3+ years’ experience in customer facing roles. You might be a medical or legal practice manager in a previous life. Or maybe you have significant aged care, hospitality, retail or hotel experience. Whatever the case, you’ll have an understanding of the rapidly growing and changing seniors’ living space, and a passion to deliver outstanding experiences for our residents.

You’ll have experience creating and managing rosters for a diverse workforce. A growing team, changing roster requirements and multiple demands are all things you’re used to managing.

Ability to oversee the billing process, alongside our Village Manager. You’ll become a source of knowledge and support to our residents and fellow concierges, answering enquiries and helping them to understand their bills.

Technology is at the core of what we do here. You’ll be comfortable using the Microsoft Office suite, as well as CRMs and other business applications to get the job done.

Job variety is exciting for you. You’re just as happy to be answering phone calls and accepting deliveries, as you are pouring our residents their next glass of wine, or picking up the vacuum to keep the place looking its best.

Picking up new concepts, policies and procedures is easy for you. You’re able to understand a policy and then explain how it works to different people in a way that is easy to understand.

You’re enthusiastic and passionate about finding new and innovative ways of doing things. You have great problem solving skills, you’re comfortable working with change, and aren’t easily flustered as the enquiries and requests for support come flying in.

You’re a great communicator. Whether it’s face-to-face, email, letters or on the phone, you can clearly and concisely explain complex concepts to a diverse range of people.

You’ll have a full driver’s license. A police check, first aid and CPR qualifications and Responsible Service of Alcohol (RSA) are all advantageous, but if you don’t have them, we can help you if you join the team.

Ability to work independently. As the sole staff member on site, you’ll be comfortable working by yourself, using your strong decision making skills to escalate urgent matters to our partner sites and emergency services as required.

Hours of work on offer

One permanent part-time role with the following permanent shifts are available:

Thursday, Friday, Saturday 2:45pm – 10:00pm.

Salary and Benefits

• Access to our generous Not for Profit salary packaging (increase your take-home pay by packaging up to $15,900 of your annual salary plus further Meals and Entertainment benefits)
• Access to on-going training and development
• Access to our Employee Assist Program (EAP)
• Free onsite parking
• Access to our recognition and reward program
• Quarterly social functions
• Supportive and inclusive team environment
• Free Uniform