• Lead a passionate Customer Experience team and shape the first impression of a purpose‑driven organisation.
• Enjoy generous salary packaging benefits, increasing your take‑home pay.
• Enjoy work–life balance with the ability to work remotely one day each week.

At VMCH, every interaction matters. As our Customer Experience Manager, you will lead the team responsible for delivering warm, human, and knowledgeable support to the people and families we serve across aged care, home care, retirement living, disability services and more.

If you are a leader who believes great customer experience starts with genuine care, strong relationships, and a culture of continuous improvement—this is your opportunity to shine.

Why you will Love This Role

As the face of VMCH for many prospective clients, you will play a critical role in shaping first impressions and driving meaningful connections. You will guide a dedicated and passionate team of five customer Experience professionals, ensuring each person who contacts us feels respected, supported and understood.

What you will do:

Lead and Inspire a High‑Performing Team

• Coach, mentor, and empower your team to be confident experts across VMCH’s full suite of services.
• Foster a culture of accuracy, compassion, and continuous learning.

Deliver Personalised, Human Service

• Champion our commitment to answering every call personally—no scripts, no robots.
• Set the standard for empathy, professionalism, and genuine connection.
• Build trust with prospective clients and nurture relationships with existing ones.

Elevate Customer Experience Across VMCH

• Act as an ambassador for customer care, sharing insights and best practices across departments.
• Collaborate with colleagues to strengthen and evolve our organisation-wide customer experience.

Drive Service Excellence & Continuous Improvement

• Monitor service delivery, identify opportunities, and lead meaningful improvements.
• Encourage ideas and innovation from your team.
• Ensure our service remains responsive, compassionate, and consistently high quality.

Champion CRM Excellence & Data Integrity

• Ensure accurate, sensitive, and confidential record‑keeping.
• Promote high CRM standards across the business.
• Provide valuable insights and reporting to Marketing and Executive teams.

What You Bring

• Proven leadership experience in a customer‑focused environment.
• Strong interpersonal and communication skills, with the ability to engage diverse stakeholders.
• Ability to navigate competing priorities and deliver results in a high‑volume environment.
• Experience in customer service training or service enhancement.
• Commitment to VMCH’s mission and values.

Highly Regarded:

• Experience in aged care, disability services, home care, or customer experience programs.

Why VMCH?

Because the people we employ make it a great place to work! In addition, VMCH will provide you with:

• Excellent salary packaging benefits
• Work/life balance
• A competitive salary
• Ongoing professional development
• A positive and supportive workplace culture 
• Employee Assistance Program

About Us

Here at VMCH our services are as diverse as the people we support. As a for-purpose organisation, love, joy, hospitality, and courage aren’t just words to us, they guide us in everything we do. While we’ve been around for over a century, we’re always moving forward. We stay true to who we are by supporting people and families to live their best lives, providing a place to call home and spaces to learn and grow.

 To work at VMCH, you will be required to supply proof of work rights, and an Australian Criminal History Check.

 We do not accept unsolicited resumes, emails and phone calls from recruitment agencies.