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Administrative Assistant – Customer ServiceÌý

Full Time | Boronia Head Office | NDIS & Community ServicesÌý

Join a Growing Organisation Where People Come FirstÌý

At Glady & Co, we’re passionate about improving the lives of people living with disability, mental health challenges, and other barriers to community participation.Ìý

As we continue to grow, we’re looking for an organised, customer-focused, and proactive Administrative Assistant – Customer Service to join our Head Office team in Boronia.Ìý

This is a fantastic opportunity for someone who enjoys helping people, thrives in a fast-paced environment, and wants to build a career within the disability and community services sector.Ìý

As one of the first points of contact for participants, families, support coordinators, and referral partners, you’ll play a critical role in creating exceptional customer experiences and supporting participants from their first enquiry through to service commencement.

Why join Glady & Co

• Supportive and welcoming team cultureÌý
• Meaningful work that positively impacts people’s livesÌý
• Growing organisation with career development opportunitiesÌý
• Diverse and engaging workloadÌý
• Modern Boronia Head Office locationÌý
• Opportunity to work closely with senior leaders across the businessÌý
• Full-time permanent role with stability and growth potentialÌý

About the Role

Reporting to the Customer Service Team Lead, you will provide administrative and customer service support across the organisation.Ìý

You will be responsible for managing participant enquiries, supporting intake processes, assisting referrers and stakeholders, coordinating administrative tasks, maintaining accurate records, and ensuring every customer interaction reflects Glady & Co’s commitment to quality and person-centred care.Ìý No two days are the same.

Key Responsibilities

• Manage inbound and outbound enquiries via phone, email and SMS, delivering professional, responsive and person-centred customer service.Ìý
• Provide exceptional customer service to participants, families and stakeholdersÌý
• Support participant intake and onboarding processesÌý
• Create and maintain participant records and data systemsÌý
• Coordinate referrals and service enquiriesÌý
• Assist with scheduling changes and service requestsÌý
• Support complaints, feedback and incident triage processesÌý
• Prepare correspondence and administrative documentationÌý
• Maintain customer service registers and recordsÌý
• Liaise with internal teams to ensure timely resolution of enquiriesÌý
• Promote Glady & Co services and support positive stakeholder relationshipsÌý

What We’re Looking For

EssentialÌý

• Demonstrated experience in administration and customer serviceÌý
• Outstanding verbal and written communication skillsÌý
• Strong organisational and time management skillsÌý
• Ability to manage multiple priorities and competing deadlinesÌý
• High attention to detailÌý
• Strong problem-solving skillsÌý
• Advanced customer service skills and a professional phone mannerÌý
• Intermediate Microsoft Office skillsÌý
• NDIS Worker Screening Check (or ability to obtain)Ìý

Desirable

• Experience within NDIS, disability, community services, health or mental health sectorsÌý
• Experience using CRM or client management systemsÌý
• Understanding of NDIS supports and participant journeysÌý
• Experience managing participant enquiries and intake processes

What Success Looks LikeÌý

• Participants and stakeholders receive timely, professional supportÌý
• Enquiries are managed accurately and efficientlyÌý
• Intake processes are completed smoothlyÌý
• Records and systems remain accurate and up to dateÌý
• Positive customer experiences are consistently deliveredÌý

Ready to Apply?

If you’re passionate about helping people and want meaningful work, we’d love to hear from you.