Resident Experience Concierge & Admissions Support

Rockpool-Residential-Aged-Care; Brisbane; On-site; AUD 55,000 - 65,000; Full time

Job summary

Rockpool Residential Aged Care is seeking a Concierge to be the welcoming face for the Northshore Hamilton home. You will support the resident enquiry and admission journey, coordinating tours and documentation with warmth and professional communication.

In this role you will maintain the sales pipeline, assist with post-admission settling-in, and work closely with the Head of Resident Experience and the home team to ensure a smooth transition for new residents and their families.

Qualifications

• Experience in sales support and customer service in healthcare or a related, 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.
• Experience supporting tours, admissions or a sales pipeline is highly regarded.
• Residential aged care experience is essential.

Responsibilities

• Respond to prospective resident and family enquiries with warmth, professionalism and urgency.
• Support the Head of Resident Experience with 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 pre-admission and admission.
• Work closely with the Head of Resident Experience and wider team to support a seamless admission.
• Participate in the Welcome to Rockpool Program, checking in with new residents and families.
• Identify and escalate any early concerns to the appropriate team.
• Prepare pipeline updates, upcoming admission information and follow-up actions.
• Provide front-of-house and Concierge support as required.

Skills

Sales support

Customer service

Communication

Organisation

Follow-through

Relationship-building

Residential aged care

Confidence on calls

Tools

MS Office

CRM systems

Job description

Rockpool Residential Aged Care is seeking a Concierge to be the welcoming face for the Northshore Hamilton home. You will support the resident enquiry and admission journey, coordinating tours and documentation with warmth and professional communication.

In this role you will maintain the sales pipeline, assist with post-admission settling-in, and work closely with the Head of Resident Experience and the home team to ensure a smooth transition for new residents and their families.