Customer Support Manager - Newstead Grand Care Community

Opal HealthCare; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Permanent full-time

Competitive salary + 12% super

Paid parental leave

Flexible public holiday options

Opal HealthCare Academy

Referral bonus up to $5,000

Job summary

Opal HealthCare’s Newstead Grand Care Community seeks a Customer Support Manager to lead admissions, occupancy growth, administration and service excellence. You will work with the General Manager to deliver outstanding resident experiences while supporting sales and team leadership.

The role focuses on managing customer journeys, front-of-house service, and collaboration with stakeholders to maintain high occupancy and seamless operations within a leading aged care environment.

Qualifications

• Proven experience in sales, admissions, customer service, or business development.
• Strong ability to build relationships and deliver exceptional customer experiences.
• Demonstrated experience achieving sales and occupancy targets.
• Experience leading and developing administration or customer service teams.
• Excellent communication, organisational, and time management skills.
• Strong attention to detail and ability to manage competing priorities.
• Experience with CRM systems, Salesforce experience highly regarded.
• Willingness to complete: Pre-employment medical; Police Check.

Responsibilities

• Lead the customer journey from first enquiry through to admission and move-in.
• Drive occupancy growth through proactive sales and relationship management.
• Conduct tours and support prospective residents and families through the aged care admission process.
• Manage customer enquiries, sales pipelines, and admissions administration.
• Lead and support the administration and customer support team.
• Deliver exceptional front-of-house, reception, and customer service experiences.
• Build strong relationships with residents, families, referrers, and community stakeholders.
• Support payroll, roster administration, invoicing, accounts, and operational administration functions.
• Ensure accurate record management, compliance, and reporting across business systems.
• Identify opportunities to improve customer experience, occupancy, and operational efficiency.

Skills

Sales

Admissions

Customer service

Relationship building

CRM experience

Education

Bachelor's degree in Business/Admin/Marketing

Tools

Salesforce

CRM systems

Job description

Customer Support Manager - Newstead Grand Care Community

"At Opal HealthCare, we know that companies don't succeed, people do."
Our purpose is to bring joy to those we care for and our values of Compassion, Accountability, Respect and Excellence reflect that C.A.R.E is at the heart of everything we do. Opal HealthCare is one of Australia's leading private aged care providers, with over 150 Care Communities, caring for more than 14,000 residents and supporting over 23,000 team members nationwide.

Permanent | Full-time | Monday to Friday

About the Role

We're looking for an experienced and customer-focused Customer Support Manager to lead admissions, occupancy growth, administration, and customer service within our Care Community. Working closely with the General Manager, you'll be responsible for delivering an exceptional customer experience while supporting sales, team leadership, and operational excellence.

About Newstead Grand Care Community?

Newstead Grand Care Community is nestled within the Newstead Riverpark precinct, in Brisbaneand is just metres away from Gasworks Plaza with easy access to transport, shopping and numerous dining options. Our residents can explore the nearby parklands and river walkways that are only a stone’s throw away from the front door. Our luxurious Care Community offers a variety of modern and spacious single or companion rooms, all with en-suite bathrooms, beautifully appointed living spaces and landscaped courtyards perfect for relaxing with friends and family.

What You'll Do

• Lead the customer journey from first enquiry through to admission and move-in
• Drive occupancy growth through proactive sales and relationship management
• Conduct tours and support prospective residents and families through the aged care admission process
• Manage customer enquiries, sales pipelines, and admissions administration
• Lead and support the administration and customer support team
• Deliver exceptional front-of-house, reception, and customer service experiences
• Build strong relationships with residents, families, referrers, and community stakeholders
• Support payroll, roster administration, invoicing, accounts, and operational administration functions
• Ensure accurate record management, compliance, and reporting across business systems
• Identify opportunities to improve customer experience, occupancy, and operational efficiency

Benefits & Rewards

• Permanent full-time opportunity
• Competitive salary package plus 12% superannuation
• Paid parental leave and flexible public holiday options
• Ongoing learning and development through the Opal HealthCare Academy
• State and national career progression opportunities
• Team Member discounts, wellbeing programs and recognition initiatives
• Up to $5,000 referral bonus for eligible referrals
• Industry-leading systems, technology and innovation
• Supportive leadership team and rewarding career pathways

What You'll Bring

• Proven experience in sales, admissions, customer service, or business development
• Strong ability to build relationships and deliver exceptional customer experiences
• Demonstrated experience achieving sales and occupancy targets
• Experience leading and developing administration or customer service teams
• Excellent communication, organisational, and time management skills
• Strong attention to detail and ability to manage competing priorities
• Experience with CRM systems, Salesforce experience highly regarded
• Tertiary qualification in Business, Administration, Marketing, or a related field highly regarded
• Willingness to complete:
• Pre-employment medical
• Police Check

Make a Meaningful Move

Join a team that values your leadership, supports your growth, and empowers you to make a real difference to residents, families, and communities.