Move In Specialist – Fixed Term

Description

Summary: Seeking a customer-facing Move-in Specialist to manage the end-to-end resident move-in journey, ensuring a high-quality, seamless experience from contract to settlement. Highlights: 1. Lead high-quality move-in experience for residents and families 2. Manage end-to-end move-in program with consistent standards 3. Design and improve resident-centric move-in processes **What will you do?**We are seeking a Move-in Specialist to join our team in Auckland on a 12-month fixed term basis. In this role you will be responsible for managing the end-to-end resident move-in journey from post contract signing through to settlement. This is a customer facing role that ensures residents and village teams are fully prepared, issues are resolved early, and every move in is delivered on time and to a high standard.We are ideally looking for someone with experience in the retirement village industry, bringing a strong understanding of the resident journey, key processes, and what great onboarding looks like. We will also consider candidates from healthcare admissions, banking onboarding, property development, or hospitality guest experience backgrounds who can translate their skills into a resident focused environment. Given this role works across multiple Auckland villages as well as visiting our soon-to-be residents in their homes, a high level of professionalism, presence, and relationship management is essential, with a company vehicle provided to support travel across the region. Success in this role will come from being organised, commercially minded, and confident managing multiple moving parts, while maintaining a warm, approachable and customer centric style. You will bring energy, drive, and a strong sense of ownership, with the ability to problem solve, adapt to changing needs, and consistently deliver a high-quality experience at pace. **Key responsibilities:** - Lead the execution of a consistently high-quality move-in experience, ensuring residents and their families feel welcomed and supported on arrival and during the settling-in period. - Manage the end-to-end move in program, ensuring consistent delivery standards across all villages and teams involved. - Design and continuously improve the end-to-end move in process so it is simple, repeatable and resident centric. - Set expectations for communication standards with residents and families, ensuring clarity, professionalism, and a high-quality experience at every stage. - Manage selected external vendor relationships to support the resident experience, including coordinating service arrangements and working with Procurement to ensure quality and value. - Maintain governance over timelines, reporting risks and progress, and implementing corrective actions to ensure move ins are completed within agreed timeframes. - Maintain accurate, up-to-date records of each residents’ move-in journey, ensuring all required information is captured and stored in our CRM. **What's in it for you?** If you are the sort of person who loves working with a team of people who work to a clear purpose, you'll love this role!In addition, a career at Ryman offers: - Opportunity to add to your professional skills - Additional wellbeing leave - Company recognition and reward programme - Access to over 40+ discounts with well-known brands across a variety of sectors including; health and wellbeing, banking, insurance, and retail **What we are looking for** - Proven experience in a customer facing coordination, operations, or service delivery role - Strong preference for experience within the retirement village industry, with a solid understanding of the resident journey into a retirement village, processes, and onboarding approach - Highly organised with the ability to manage multiple moving parts with ease - Clear and confident communication style, building trust across a wide range of stakeholders - Professional, friendly, and polished, with the ability to represent the business across multiple villages - Commercially minded, balancing customer experience with operational outcomes - Task-oriented and driven, with a strong focus on delivery and meeting timeframe - Energetic and proactive, bringing momentum and ownership to the role - Experience working with external vendors or suppliers is advantageous **About Ryman Healthcare** At Ryman, we believe the measure of a full life is one that gets richer with age. Ryman Healthcare is a leader in retirement living and aged care. Our driving purpose is to enhance freedom, connection and well-being for people as we grow older. We own and operate 49 villages in New Zealand and Australia and we employ approximately 7,700 team members across a range of different sectors. At the heart of our business, everything we do must be 'Good enough for mum or dad.' At Ryman, we support an environment where everyone feels welcome to be themselves. We embrace diversity and celebrate individual uniqueness, encouraging anyone wanting to work for Ryman to apply for our vacant positions. If you are interested in joining an organisation with a clear purpose and a commitment to innovation, kindness and excellence, we would love to hear from you! ***Applications will be reviewed as they are received and interviews may take place prior to the close date. This means a job ad may close before the advertised close date.***