Customer Experience Support

iCIMS, Inc.; Australia; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Work-life balance

Training & development

Employee assistance program (EAP)

Tenure rewards

Staff perks: beverages & snacks

Job summary

Palm Lake Care in Australia is seeking a Customer Experience Support Officer to join our Bargara team. This full-time role sits within an established Customer Experience unit as the first point of contact for clients, supporting occupancy strategies and service onboarding.

You will build strong client relationships, respond promptly to inquiries, and guide prospective clients through Palm Lake Care services while ensuring a personalised, empathetic experience across residents, families and

Qualifications

• 2-3 years’ experience in a high-volume client acquisition and retention role.
• Background in customer service and sales environments.
• Proficient with computer systems and internal processes.
• Excellent time management and prioritisation.
• Excellent listening and empathetic communication.
• Ability to handle sensitive situations with care and professionalism.
• Strong relationship-building with clients and stakeholders.
• Clear verbal and written communication.

Responsibilities

• Support the goal of achieving optimal occupancy and maintain system compliance.
• Provide timely responses to enquiries as the first point of contact for clients.
• Meet with prospective clients to understand needs and promote Palm Lake Care services.
• Convert enquiries into active clients via established processes.
• Complete service setup, including development and finalising Service Agreements.
• Ensure an exceptional experience for residents, families, referrers and colleagues.
• Promote services and identify new clients through community engagement.

Skills

Customer service

Sales experience

Time management

Communication

Empathy

Relationship building

Stakeholder management

Problem solving

Job description

Overview

About Us

At Palm Lake Care, care isn’t just what we do it’s who we are. As a proud, family-owned organisation, we’ve built our reputation on values that put people first. Across our seven premium aged care communities, we provide personalised residential, respite, and palliative care in vibrant, welcoming environments where every resident feels truly valued.

Our team is united by a simple promise, I will make a difference for you, right now. That belief drives us to go the extra mile because the little things often matter most. Here, respect is at the heart of every interaction with residents, families, and each other because how we treat people conveys everything about us as a company and you as an individual.

Our Palm Lake Promise to you is that here, you will make a difference.

Position Details

We are seeking an experienced Customer Experience Support officer to join our Palm Lake Care Bargara team. This is a full time permanent role working 38 hours per weekwith an established Customer Experience team where you will be the first point of contact for clients of Palm Lake Care.

Responsibilities

Reporting to the Customer Experience Manager, you'll be instrumental in supporting our goal of achieving optimal occupancy. Key duties will include:

• Working closely with key stakeholders to enhance our occupancy strategy & maintain system compliance.
• Providing timely responses to enquiries or requests as the first point of significant contact for clients of Palm Lake Care.
• Meet with prospective clients to introduce Palm Lake Care services and understand their needs and preferences.
• Convert enquiries into active clients via established sales & service processes
• Completion of service set up, including development & finalising Service Agreements.
• Ensuring an exceptional experience for all stakeholders, including residents, families, referrers, and colleagues within our Caring Community.
• Promote services and identify new clients through community engagement

What We’re Looking For

To thrive in this leadership role, you will bring:

• 2-3 years’ experience in a high-volume client acquisition and retention role, with a proven ability to initiate and build strong rapport with clients.
• Background in customer service and sales environments highly regarded.
• Strong computer literacy and administrative skills, with the ability to diligently follow internal systems and processes.
• Excellent time management skills, able to autonomously balance competing priorities and deadlines.
• Outstanding listening skills, essential to delivering a truly personalised service.
• Demonstrated ability to manage sensitive situations with care, empathy, and professionalism.
• Strong relationship-building capability, fostering positive connections with clients and all key stakeholders.
• Confidence to navigate and lead difficult conversations while adhering to Palm Lake Care’s standards, procedures, and values.
• Proven ability to advocate effectively for the team, residents, communities, and the broader industry, promoting best practice and personalised care.
• Refined verbal and written communication skills, delivering timely, empathetic responses that create a genuinely personalised experience.

Why Join Us?

At Palm Lake Care, we pride ourselves on offering exceptional lifestyle communities and providing our staff with a supportive and rewarding work environment. We offer our team:

• Competitive compensation
• Work-life Balancewith a variety of shifts available
• Training & Development– Ongoing on-the-job training and online training specifically designed to support you in your role and prepare you for professional growth opportunities
• 24/7 free accessto compassionate, confidential support with our Employee Assistance Program (EAP)
• Celebrate Milestones withtenure rewards!
• Palm Lake Care Perks– We offer a selection of complimentary beverages, treats, fruits and bites for staff to enjoy
• Supportive team culture– Be part of a vibrant and inclusive community where your contributions are valued
• Career Opportunities- Palm Lake Group spans 4 entities, 27 lifestyle resort communities and 7 aged care facilities across Australia's east coast, from development & construction to resort management & aged care, the career pathways and opportunities with Palm Lake Group are truly endless.

Join a Team That Cares!

We believe belonging and connection are fundamental rights of ageing. If you’re ready to make a meaningful impact through the joy of food and hospitality, we’d love to hear from you.

As an inclusive and culturally sensitive workplace, we invite individuals from Aboriginal and Torres Strait Islander backgrounds, and all walks of life, to apply.

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.