Concierge - Sales & Support within Residential Aged Care

Rockpool Residential Aged Care; Brisbane; On-site; AUD 60,000 - 75,000; Full time

Job summary

Rockpool Northshore Hamilton is seeking a friendly Concierge to greet residents and visitors and guide enquiries through admissions. Reporting to the Head of Resident Experience, you will nurture first impressions and support a seamless tour-to-admission journey.

You’ll handle enquiries with warmth, coordinate tours and maintain pipeline information, helping new residents settle in and ensuring personalised experiences in Rockpool's My Day My Way model.

Qualifications

• Experience in sales support and customer service in a healthcare or relationship-led environment.
• Residential aged care experience is essential.
• Excellent communication and relationship-building skills.

Responsibilities

• Respond to prospective resident and family enquiries with warmth, professionalism and urgency.
• Support the Head of Resident Experience with the day-to-day management of the resident sales pipeline.
• Coordinate and support tours, follow-up conversations and next steps.
• Maintain accurate enquiry and pipeline information.
• Coordinate information and documentation required through the pre-admission and admission process.
• Work closely with the Head of Resident Experience and wider home team to support a seamless admission.
• Participate in the Welcome to Rockpool Program, checking in with new residents and families and helping them settle in well.
• Identify and escalate any early concerns or support needs to the appropriate team member.
• Prepare pipeline updates, upcoming admission information and follow-up action.
• Provide professional front-of-house and Concierge support as required.

Skills

Sales support

Customer service

Communication

Relationship-building

Tools

Microsoft Office

Job description

About Rockpool Residential Aged Care

Rockpool Residential Aged Care is a boutique provider, proudly Queensland owned. We believe great careers and great care go hand in hand. Our My Day My Way model of care puts the people we care for at the centre of everything, shaping their days around their choices, not our routines.

This philosophy shapes how we work and what makes a career at Rockpool different: purpose that matters, contemporary leadership that backs you, beautiful modern homes designed for the people in them, smart technology that frees you to focus on people, and room to grow with Queensland's fastest-growing provider.

About the role

Be the welcoming face behind a great first experience at Rockpool Northshore Hamilton.

Working with the Head of Resident Experience, this Concierge role has a strong focus on supporting the resident enquiry, sales and admission journey.

You will help prospective residents and families from their first enquiry and tour through to admission. As part of the Welcome to Rockpool Program, you will continue to support new residents and their families after admission, helping them settle in well and ensuring a smooth transition into life at Rockpool.

What you’ll do

• Respond to prospective resident and family enquiries with warmth, professionalism and urgency
• Support the Head of Resident Experience with the day-to-day management of the resident sales pipeline
• Coordinate and support tours, follow-up conversations and next steps
• Maintain accurate enquiry and pipeline information
• Coordinate information and documentation required through the pre-admission and admission process
• Work closely with the Head of Resident Experience and wider home team to support a seamless admission
• Participate in the Welcome to Rockpool Program, checking in with new residents and families and helping them settle in well
• Identify and escape any early concerns or support needs to the appropriate team member
• Prepare pipeline updates, upcoming admission information and follow-up action
• Provide professional front-of-house and Concierge support as required

About you

You are warm, organised and proactive, and enjoy engaging with people and following things through. You understand that choosing residential aged care is a significant decision and can combine genuine care with the organisation needed to make the journey easier.

• Experience in sales support and customer service in a healthcare or a similar relationship-led environment
• Excellent communication and relationship-building skills
• Strong organisation, attention to detail and follow-through
• Confidence making and receiving calls and following up enquiries
• Confidence using Microsoft Office and customer management systems
• Experience supporting tours, admissions or a sales pipeline is highly regarded
• Residential aged care experience is essential