Administrative Assistant – Customer Service

Administrative Assistant – Customer Service 

Full Time | Boronia Head Office | NDIS & Community Services 

Join a Growing Organisation Where People Come First 

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

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. 

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. 

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 culture 
• Meaningful work that positively impacts people's lives 
• Growing organisation with career development opportunities 
• Diverse and engaging workload 
• Modern Boronia Head Office location 
• Opportunity to work closely with senior leaders across the business 
• Full-time permanent role with stability and growth potential 

About the Role

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

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.  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. 
• Provide exceptional customer service to participants, families and stakeholders 
• Support participant intake and onboarding processes 
• Create and maintain participant records and data systems 
• Coordinate referrals and service enquiries 
• Assist with scheduling changes and service requests 
• Support complaints, feedback and incident triage processes 
• Prepare correspondence and administrative documentation 
• Maintain customer service registers and records 
• Liaise with internal teams to ensure timely resolution of enquiries 
• Promote Glady & Co services and support positive stakeholder relationships 

What We're Looking For

Essential 

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

Desirable

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

What Success Looks Like 

• Participants and stakeholders receive timely, professional support 
• Enquiries are managed accurately and efficiently 
• Intake processes are completed smoothly 
• Records and systems remain accurate and up to date 
• Positive customer experiences are consistently delivered 

Ready to Apply?

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