Resident Experience Concierge - Admissions & Sales

Rockpool; Brisbane; On-site; AUD 55,000 - 71,000; Full time

Job summary

Rockpool Northshore Hamilton is seeking a Concierge to welcome prospective residents and their families, guiding them from initial enquiry through to admission. You will support the resident experience, coordinate tours, and help ensure a smooth transition into life at Rockpool.

You will engage warmly with people, manage enquiries and contribute to a seamless admissions process within a busy, care-focused environment.

Qualifications

• Experience in sales support and customer service in a healthcare or 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.

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
• Support ongoing resident experience initiatives and ensure a warm, welcoming environment

Skills

Sales support

Customer service

Relationship-building

Microsoft Office

Tours support

Job description

Rockpool Northshore Hamilton is seeking a Concierge to welcome prospective residents and their families, guiding them from initial enquiry through to admission. You will support the resident experience, coordinate tours, and help ensure a smooth transition into life at Rockpool.

You will engage warmly with people, manage enquiries and contribute to a seamless admissions process within a busy, care-focused environment.