Laura Maree Coles

As a senior customer service specialist at My Aged Care, my role involves delivering high -quality support to elderly clients and their families, guiding them through complex systems and processes with empathy and accuracy.

I have been educated across hundreds of processes and trained in multiple internal systems, while adhering closely to government legislation, policy and quality standards.

On a daily basis, I assist vulnerable individuals in urgent situations, often providing support during times of distress. I regularly manage and de-escalate complaints with empathy and professionalism.

Whilst working for My Aged Care, I also owned and operated after hours my own business offering home making services, including Domestic assistance and home organising and meal preparation. I provided my services to private paying clients and also clients receiving Home Care Packages and NDIS support.

I feel this experience will greatly support my transition into a support worker role, as it's provided me with real-world insight into client support and independence at home.

My Partner and I recently purchased a home and relocated to Laidley to be closer to his work in Brisbane. This meant I had to make the decision to close my business.

After making the difficult decision to leave my hairdressing career due to chemical sensitivity. I took the opportunity to fulfil a life long goal of travelling around Australia. What began as a 6 month journey turned into a 5 year working and travelling adventure.

I established a business offering management services to motels and caravan parks across Australia.

In this role I led teams of over 20 staff and worked with major clients, including Rio Tinto, providing accommodation management services for their workforce.

In early 2022, when the tourism industry was significantly impacted by COVID-19, I returned home and made the decision to seek remote employment to ensure greater long term employment security. This led me to my current role with My Aged Care, where I discovered a genuine passion for supporting others and realised my desire to become a support worker.

I owned and managed my own hairdressing business, which taught me valuable customer service and hands-on care skills. I eventually made the decision to transition out of the industry due to becoming very sensitive and at times allergic to some of the chemicals I was working with daily.