Customer Experience Support

Overview

Admissions & Client Services  Residential Aged Care 

Toowoomba | Full-time | $90,000–$96,000 + superannuation 

Make a meaningful difference at the moment families need it most. At Palm Lake Care Toowoomba, you will be the trusted first point of contact and lead the resident journey from initial enquiry, assessment and tour through to agreement, move-in and a warm welcome—combining empathy, commercial confidence and meticulous coordination. 

We are looking for our next experienced Customer Experience Support who can build trust quickly, develop strong referral pathways and turn genuine enquiries into positive outcomes for older people and their families. This visible, relationship-led role suits someone who can balance sensitive conversations and person-centred service with pipeline discipline, documentation and occupancy goals. 

What is on offer 

• A competitive salary of $90,000–$96,000 + superannuation 

• A permanent, full-time role based in Toowoomba 

• A purpose-led position with direct impact on residents and families 

• Support from an established aged care provider and a collaborative local team 

• Employee Assistance Program and Palm Lake Care staff perks 

What you will do 

• Manage the end-to-end admissions journey, from initial enquiry, assessment and tour through to agreement, move-in and the first 28 days 

• Respond promptly and professionally to prospective residents, families, hospitals, health professionals, My Aged Care contacts and community partners 

• Conduct thoughtful tours, understand each family’s needs and maintain timely, personalised follow-up 

• Prepare Resident Care Agreements, fee information and admission documentation accurately and on time 

• Build referral pathways with hospitals, social workers, health professionals and community organisations across Toowoomba and the Darling Downs 

• Partner with operational, clinical and care teams to coordinate suitable admissions and create a seamless, person-centred welcome 

• Maintain accurate enquiry, waitlist and admissions records, manage the CRM pipeline and progress vacancies efficiently 

• Monitor conversion activity, family feedback and local insights to support occupancy goals and continually improve the customer experience 

What you will bring 

• Demonstrated success in residential aged care admissions, healthcare intake, retirement living, client services, relationship management or consultative sales 

• A warm, calm and respectful approach to families making time-sensitive or emotional decisions 

• Confidence managing enquiries, waitlists, follow-up activity, conversion measures and performance targets without losing the human touch 

• Strong administration skills and close attention to detail across agreements, resident records, fee information and compliance documentation 

• Excellent written and verbal communication, including the ability to explain complex information clearly and sensitively 

• Confidence using Microsoft Office, CRM or customer-management systems and learning new platforms 

• Knowledge of My Aged Care, residential aged care admissions, funding arrangements or referral networks will be highly regarded 

• A current National Police Check, or willingness to obtain one 

Why join Palm Lake Care? 

• Join a team that puts people, belonging and connection at the centre of care 

• See the direct impact of your work as residents and families begin their next chapter 

• Represent a well-established, values-led aged care provider with a strong Queensland presence 

• Access free, confidential support at any time through our Employee Assistance Program 

• Enjoy Palm Lake Care Perks, including complimentary beverages, treats, fruit and snacks 

Ready to guide families with confidence and care? 

If you are a natural relationship-builder who follows through, takes pride in accurate work and wants to make every family’s journey feel personal, we would love to hear from you. 

Apply now and tell us how your experience will help Palm Lake Care create a responsive, reassuring and welcoming admissions experience in Toowoomba. 

Our strength lies in the diversity of our people. We actively welcome applications from Aboriginal and Torres Strait Islander peoples, as well as individuals of all cultural backgrounds, abilities, genders, and life experiences because every perspective makes us a better care community.  

All applicants must provide a valid national police check and undergo a pre-employment medical assessment.  

Please note, all Palm Lake Care Communities are smoke-free workplaces.