Overview
Admissions
& Client Services
Residential Aged Care
Toowoomba | Full-time | $90,000–$96,000 + superannuation
Make a meaningful difference at the moment
families
need it
most
.
At Palm Lake Care Toowoomba, you will
be the trusted first point of contact and lead
the resident journey from
initial
enquiry
, assessment and tour through
to
agreement,
move-in
and a warm welcome
—combining empathy, commercial
confidence
and meticulous coordination.
We are looking for
our next
experienced
Customer Experience Support
who can build trust quickly,
develop solid
referral
pathways
and
turn
genuine enquiries into positive outcomes for older people and their families.
This
visible, relationship-led role
suits
someone who
can balance sensitive
conversations
and person-centred service
with
pipeline discipline
, documentation and
occupancy goals
.
What is on offer
A competitive salary of
$90,000–$96,000 + superannuation
A permanent, full-time role based in Toowoomba
A purpose-led position with direct impact on residents and families
Support from an established aged care provider and a collaborative local team
Employee Assistance Program and Palm Lake Care staff perks
What you will do
Manage the end-to-end admissions journey, from initial enquiry, assessment and tour through to agreement, move-in and the first 28 days
Respond promptly and professionally to prospective residents, families, hospitals, health professionals, My Aged Care contacts and community partners
Conduct thoughtful tours, understand each family's needs and maintain timely, personalised follow-up
Prepare Resident Care Agreements,



fee information and admission documentation accurately and on time
Build referral pathways with hospitals, social workers, health professionals and community organisations across Toowoomba and the Darling Downs
Partner with operational, clinical and care teams to coordinate suitable admissions and create a seamless, person-centred welcome
Maintain accurate enquiry, waitlist and admissions records, manage the CRM pipeline and progress vacancies efficiently
Monitor conversion activity, family feedback and local insights to support occupancy goals and continually improve the customer experience
W
hat
you will
bring
Demonstrated success in residential aged care admissions, healthcare intake, retirement living, client services, relationship management or consultative sales
A warm, calm and respectful approach to families making time-sensitive or emotional decisions
Confidence managing enquiries, waitlists, follow-up activity, conversion measures and performance targets without losing the human touch
Solid administration skills and close attention to detail across agreements, resident records, fee information and compliance documentation
Excellent written and verbal communication, including the ability to explain complex information clearly and sensitively




Confidence using Microsoft Office, CRM or customer-management systems and learning new platforms
Knowledge of My Aged Care, residential aged care admissions, funding arrangements or referral networks will be highly regarded
A current National Police Check, or willingness to obtain one
W
hy
join
Palm Lake Care?
Join a team that puts people, belonging and connection at the centre of care
See the direct impact of your work as residents and families begin their next chapter
Represent a well-established, values-led aged care provider with a strong Queensland presence
Access free, confidential support at any time through our Employee Assistance Program
Enjoy Palm Lake Care Perks, including complimentary beverages, treats, fruit and snacks
Ready to guide families with confidence and care?
If
you are
a natural relationship-builder
who follows through, takes pride in accurate work and wants
to make every
family's
journey feel personal,
we would
love to hear from you.
and tell us how your experience will help Palm Lake Care create a responsive, reassuring and welcoming admissions experience in Toowoomba.
Our strength lies in the diversity of our people.
We actively welcome applications from Aboriginal and Torres Strait Islander peoples, as well as individuals of all cultural
b
ackgrounds, abilities, genders, and life experiences because every perspective makes us a better care community.
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.

📌 Customer Experience Support (Toowoomba)
🏢 Palm Lake Group
📍 Toowoomba