Creator of First Impressions

About us

Lifestyle Communities is a leading provider of affordable, inclusive and vibrant independent living communities across Victoria. Our mission is to enrich the lives of our homeowners by fostering a sense of belonging, independence and wellbeing. With a focus on community, connection and an active lifestyle, we are committed to creating exceptional experiences for our homeowners.

About the role

We’re seeking a part-time (3 days a week) Contact Centre Consultant—also known as our Creator of First Impressions—to respond to customer enquiries across phone, email and webchat. You’ll provide clear information about our products and property model, deliver exceptional customer service, qualify leads and arrange appointments for our Lifestyle (Sales) Consultants.

With a strong outbound focus, you’ll support Sales and Marketing initiatives by connecting with prospective customers and building genuine relationships. Your curiosity, customer-first mindset and commitment to outstanding service will help you stay closely connected to our communities and their progress.

As the Creator of First Impressions, my days will involve;

• Demonstrate a passionate commitment to the Lifestyle Communities brand and values and communicates with passion and clarity
• Follow through on customer enquiries, requests or complaints and keep customers updated about progress of projects or services
• Has excellent communication skills and the ability to get a message understood clearly by adopting a range of styles, tools and techniques appropriate to the audience and nature of the information
• Answer inbound calls relating to sales enquiries with the intention of booking appointments
• Provide high level product knowledge and information to potential customers
• Accurately answer questions about product details and the financial model of Lifestyle Communities
• Handle calls relating to Community based enquiries
• Make outbound calls to warm leads with the intention of qualifying customers and arranging appointments for Sales Consultants
• Daily focus on outbound calls to potential customers who have already enquired (Warm calling)
• Find suitable solutions to the enquiries by using suitable resources.
• Manage and update customer information and notes on Salesforce to ensure that it is always up to date
• Document all call information according to standard operating procedures
• Analyze call trends through call listening to uncover customer concerns that drive the business and work with internal departments to develop solutions to improve the customer experience
• Liaise with a range of board members, staff, clients and homeowners
• Handle enquiries on webchat in a professional and timely manner

What you need to be successful in the role

• Strong written communication, a warm and considered approach, and excellent attention to detail.
• A genuine passion for customer service.
• Excellent attention to detail and organisational skills.
• Experience using a CRM or helpdesk to manage enquiries, track follow-ups and maintain customer history.
• Confidence working across multiple systems and applications.
• Previous contact centre experience is highly regarded
• You understand that technology and human connection work hand in hand, and that customers making one of the biggest decisions of their later life deserve empathy, reassurance and access to a person when it matters.
• You hold a current full driver’s licence and are comfortable travelling to communities if required for further training and development.
• Availability on Monday, Tuesday and Friday is essential for this role.

What we offer

• Ongoing professional development and training opportunities
• A collaborative and supportive work environment
• Lifestyle Long Weekends
• Lifestyle Hours
• Generous Paid Parental Leave
• Be part of a workplace that values curiosity, innovation, collaboration, and people excellence!