ABOUT THE ROLE
Reporting to the Group Site Manager, the Relationship Manager plays a critical, visible leadership role across Archer’s four retirement villages.
This position exists to ensure that residents and their families:
- Feel genuinely heard, informed, and supported
- Experience clear, respectful and proactive communication
- Have confidence that concerns are addressed promptly and appropriately
- Feel connected to their community and to Archer as an organisation
This is not an entry‑level role. It requires maturity, judgement, emotional intelligence, and the confidence to work with complexity, competing priorities, and sensitive issues.
KEY RESPONSIBLITIES
Relationship leadership
- Act as a senior relationship contact for residents and families across Archer villages
- Build and maintain strong, trust‑based relationships founded on empathy, integrity and accountability
- Be highly visible and present within villages, fostering approachability and confidence
Resident experience & engagement
- Champion a consistent, high‑quality resident experience across all villages
- Support resident forums, meetings and engagement processes
- Work closely with wellbeing, operations and leadership teams to enhance village life
- Identify themes, emerging issues and opportunities for improvement
Communication & issue management
- Serve as the first point of contact for non‑clinical concerns and feedback
- Manage and document resident issues and complaints in line with Archer policy
- Ensure issues are followed through, closed out, and communicated clearly
- Escalate complex or high‑risk matters appropriately, working closely with senior leadership
Supporting transitions & village processes
- Support prospective and new residents through arrival, settlement and orientation
- Assist residents and families through relicensing, transitions, and significant change
- Liaise with Sales and Property teams to ensure experiences are seamless and well‑managed
Advocacy & organisational insight
- Act as a key link between residents and operational leadership
- Provide insight to the Group Site Manager on resident sentiment, risks, and opportunities
- Uphold Archer’s values, faith‑based ethos, and commitment to people before process
ABOUT YOU
You will be someone who is:
- Highly skilled in relationship management in complex, people‑focused environments
- Calm, credible and confident in emotionally charged or sensitive situations
- Comfortable balancing empathy with clear boundaries and accountability
- Trusted, professional and discreet
We are looking for experience in areas such as:
- Retirement village operations, aged care, healthcare or social services
- Relationship management, stakeholder engagement or community leadership roles
- Complex service environments where trust, judgement and discretion are essential
You will bring:
- Exceptional communication and interpersonal skills
- Strong problem‑solving ability and sound judgement
- High emotional intelligence and resilience
- Excellent organisation and follow‑through
- Alignment with Archer’s values and purpose‑driven approach
Why join Archer?
- Purpose‑driven charitable organisation with a strong community heart
- A newly created role with genuine scope and influence
- The opportunity to shape resident experience at a meaningful level
- Supportive, values‑aligned leadership and governance
- Work that truly matters to people and families
How to apply: If you’re practical, welcoming, reliable, and enjoy making a difference through your work, we’d love to hear from you. You can apply via our Seek application form
