Customer Support Manager

Opal Healthcare; Perth; On-site; AUD 74,000 - 101,000; Full time

Benefits offered by this job

Mentoring programs

Study sponsorship

Leadership role

Team culture

Full-time hours

Job summary

Opal HealthCare’s Carine Parkside Care Community, located just northwest of Perth, is seeking a Customer Support Manager. You will lead the site’s customer experience and administration, guiding prospective residents and families with warmth, dignity and care.

This permanent full-time role involves coaching the administration and reception team, building strong relationships with residents, families, referrers and the local community, and ensuring accurate, timely processing of all customer

Qualifications

• Experience in a customer-facing leadership role, ideally within aged care or healthcare settings.
• Strong communication and relationship-building skills.
• Demonstrated ability to lead, motivate and develop a small team.

Responsibilities

• Welcome and guide prospective residents and families through enquiries, tours, admissions and transition into care.
• Lead, coach and support the administration and reception team to deliver responsive, professional service.
• Build trusted relationships with residents, families, referrers and local community partners.
• Oversee day-to-day customer service and administration processes, ensuring accuracy, timeliness and compliance.
• Support occupancy, admissions and customer engagement activities in partnership with site leadership.
• Manage sensitive conversations with empathy, professionalism and discretion.
• Promote a positive, welcoming and person-centred culture across the care community.

Skills

Customer leadership

Communication

Team development

Organisational skills

Empathy

Job description

\"At Opal HealthCare, we know that companies don’t succeed - people do.\"That’s why everything we do is driven by our purpose: to bring joy to those we care for, guided by our values of Compassion,Accountability,Respect and Excellence reflect that CARE is at the heart of everything we do.

Carine Parkside Care Community is located 15 minutes northwest of Perth, we are well-positioned near the stunning shores of North Beach, Karrinyup Shopping Centre and neighbouring parklands, with ample public transport options. Our 145 bed Care Community is nestled amongst mature trees and manicured gardens, with spacious outdoor areas

About the Role

• Permanent Full-Time opportunity
• Monday to Friday
• $74,471 - $101,095 TRP (DOE)

As Customer Support Manager, you will be the first point of contact for prospective residents and their families, helping them feel informed, supported and confident throughout their aged care journey. You will lead the site’s customer experience and administration functions, build strong community relationships, and ensure every interaction reflects dignity, respect and care.

What We Offer

• Dedicated mentoring & internal/external career development programs to build and accelerate your career - Emerging Leadership Programs, Senior Leaders programs and more via our very own Opal Healthcare Academy https://academy.opalhealthcare.com.au/
• Sponsored study & training along with Scholarship opportunities of up to $15,000 for further education & training through local & national University, TAFE & RTO partnerships
• A meaningful leadership role where you can make a real difference for residents and families.
• Supportive team culture with strong values and a resident-first approach.
• Stable full-time hours in a rewarding aged care environment.

Key Responsibilities

• Welcome and guide prospective residents and families through enquiries, tours, admissions and transition into care.
• Lead, coach and support the administration and reception team to deliver responsive, professional service.
• Build trusted relationships with residents, families, referrers and local community partners.
• Oversee day-to-day customer service and administration processes, ensuring accuracy, timeliness and compliance.
• Support occupancy, admissions and customer engagement activities in partnership with site leadership.
• Manage sensitive conversations with empathy, professionalism and discretion.
• Promote a positive, welcoming and person-centred culture across the care community.

About You

• Experience in a customer-facing leadership role, ideally within aged care, healthcare, retirement living, community services or hospitality.
• Strong communication and relationship-building skills, with the ability to support families during important life decisions.
• Demonstrated ability to lead, motivate and develop a small team.
• Excellent organisational skills, attention to detail and confidence managing competing priorities.
• A warm, professional and empathetic approach, with a genuine commitment to supporting older people.
• Administrative confidence, including experience with customer records, reporting and common business systems.
• Present professionally and warmly as a first point of contact for residents, families, visitors and community partners.
• Communicate clearly, respectfully and confidently across phone, email and face-to-face interactions.
• Maintain a welcoming, organised and customer-focused approach that reflects Opal HealthCare’s values of Compassion, Accountability, Respect and Excellence.

Opal HealthCare is one of Australia’s leading aged care providers, with over 20,000 team members supporting more than 12,000 residents across 148 Care Communities nationwide. As we continue to grow, we invest in our people through clear career pathways and development opportunities.

We offer genuine career progression, with opportunities to step into leadership roles or move across different areas of the organisation. Through the Opal HealthCare Academy, our six schools of education support learning at every stage.

Our leadership programs build capability and confidence, with the chance to learn from experienced leaders while making a meaningful difference every day.

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