Job Description

Raymond Terrace Gardens Care Community is located on the Hunter River just north of Newcastle, our Care Community is nestled amongst lush tropical gardens with colourful flower beds. Local parklands and the banks of the Hunter River are minutes away, and all the amenities of a regional town within easy access. Our 80-bed Care Community is well-appointed with spacious indoor and outdoor living areas.

About the Role

• $74,471 - $93,770 TRP (DOE)
• Permanent Full-Time opportunity
• Monday to Friday
• 9am – 5pm

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.

Apply now to become an essential part of our care community with Opal HealthCare