The Operations Coordinator plays a key role in supporting the smooth, day-to-day functioning of Baldwin Living and ensuring the delivery of high-quality services to our residents. Reporting to the Village Manager, this role is primarily responsible for coordinating resident service rostering and staff scheduling, while also providing administrative support to the HomeServe Care Partner, Business Manager, and Village Manager.

Success in this role requires strong organisational skills, attention to detail, and a proactive, resident-focused approach. The Operations Coordinator must be adaptable and responsive to the evolving operational needs of the Village.

Please note: Responsibilities may vary based on village priorities and direction from the Village Manager, HomeServe Case Manager, or Operations Manager.

KEY RESPONSIBILITIES

1. Administration & Office Support

• Support the Village Manager with daily administrative tasks to ensure the efficient functioning of the Village and HomeServe team.

• Prepare and maintain accurate and professional documentation aligned with best practice in the retirement and aged care sector.

• Manage office supplies, including ordering for HomeServe as needed.

• Process and file vendor invoices after approval from the Village Manager; liaise with the Finance Team as required.

• Assist with key projects as requested, maintaining confidentiality at all times.

• Support the Village Manager with ad hoc duties as needed.

2. Resident & Community Support

• Provide friendly, professional guidance and accurate information to residents.

• Report resident requests to the appropriate teams, ensuring timely follow-up and resolution.

• Uphold resident welfare, privacy, and independence to the highest standard.

• Communicate changes in resident care or wellbeing to the Village Manager and HomeServe team.

• Establish and maintain positive and supportive relationships with residents, staff, and contractors.

• Respond appropriately to emergencies within scope of capabilities.

• Promote open, respectful communication with residents and their families.

3. Facilities & Maintenance Coordination

• Monitor and report any building, grounds, or equipment faults to ensure prompt maintenance and a safe environment.

• Submit maintenance requisitions promptly and track completion.

4. Rostering & Staff Coordination

• Assist in coordinating concierge and HomeServe services.

• Manage staff scheduling, timekeeping, and assist HR/Payroll with staff changes or updates.

• Oversee visit verification processes in AlayaCare in the absence of the Village Manager.

5. Records & Finance Support

• Maintain accurate resident records, including entry and exit information.

• Update CRM systems (AlayaCare, TechOne, etc.) as required.

• Liaise with Finance and HomeServe teams to ensure accurate billing for levies and HomeServe services.

• Assist in the billing process, including distributing levy and service invoices/statements.

• Support other finance-related tasks as requested.

6. Sales, Marketing & Continuous Improvement

• Contribute to a positive and collaborative workplace culture.

• Support the Village Manager in achieving sales targets and fostering growth.

• Assist with sales and marketing activities, as required.

• Identify opportunities for improvement and help implement changes that enhance service delivery and operational efficiency.

7. Legislative Compliance & Risk Management

• Ensure ongoing compliance with relevant legislation, including the Retirement Villages Act, WorkCover, and OH&S requirements.

• Stay informed of regulatory changes and communicate relevant updates to stakeholders.

• Assist in implementing policy or procedural changes to maintain compliance.

• Support health and safety practices to minimise risk and ensure industry best practice.

• Monitor and report any potential risks or incidents in a timely manner.

• Support the maintenance of village accreditation, where applicable.

8. Other

• Lead by example, actively promoting Baldwin

• Any other duties as required

SKILL SET & PERSONAL ATTRIBUTES

• Strong analytical skills with the ability to collect, interpret and act on data to support operational efficiency

• Excellent written and verbal communication skills, including the ability to present information clearly and professionally

• Previous experience in rostering and staff scheduling

• Proven ability to manage competing priorities and meet deadlines in a fast-paced setting

• High attention to detail and a strong commitment to accuracy and continuous improvement

• Proficiency in Microsoft Office (particularly Excel and Outlook) and confidence working with CRM systems

• Exceptional interpersonal skills, with the ability to build rapport and communicate empathetically with older residents, families, and staff

• A positive, solutions-focused attitude with a flexible and proactive approach to work

• A genuine interest in professional development and contributing to a collaborative, resident-focused team culture at Baldwin Living

EXPERIENCE, EDUCATION AND QUALIFICAIONS

• Qualification in business administration or a related field (preferred)

• Minimum of two years’ experience in administration

• Experience in residential care coordination or village operations will be highly regarded

• Proficient in the use of Microsoft Office and relevant CRM or rostering systems

• Current and satisfactory National Police Clearance or willingness to obtain (mandatory for all Baldwin Living employees)