Customer Service Team Lead

Glady & Co | Boronia, VIC Full Time | Permanent NDIS & Community Services Sector 

Lead Team. Create Exceptional Experiences. Make a Difference.

About Glady & Co

At Glady & Co, we’re more than just a NDIS provider. We’re a value-driven organisation committed to improving health, wellbeing, independence, and community participation for the people we support. 

As we continue to grow, we’re looking for an experienced and passionate Customer Service Team Lead to lead our front-line customer service team and ensure every participant, family member, support coordinator, and stakeholder receives an exceptional experience from their very first interaction with us. 

This is an exciting opportunity for someone with strong NDIS knowledge, customer service leadership experience, and a genuine passion for people.

Why Join Glady & Co?

• Supportive and inclusive workplace culture
• Growing and innovative organisation
• Opportunity to influence service quality and participant experience
• Work alongside a collaborative leadership team
• Modern Boronia Head Office location
• Professional development and career growth opportunities
• Purpose-driven work that genuinely makes a difference

About the Role

Leading a team of Customer Service Administrators, you’ll be responsible for ensuring our customer service function operates efficiently, professionally, and with a participant-centred approach. 

As the Customer Service Team Lead, you will be responsible for developing a high-performing customer service function that delivers responsive, professional and participant-centred support. You will provide leadership and coaching to the team, oversee intake and enquiry management processes, manage escalations, and champion continuous improvement initiatives that enhance both customer satisfaction and operational efficiency. 

Key Responsibilities  

• Lead, coach and support the Customer Service Team 
• Monitor customer service performance and response timeframes 
• Oversee participant intake and onboarding processes 
• Support stakeholder relationship management 
• Manage escalated customer concerns and service issues 
• Coordinate customer service workflows and administrative processes 
• Monitor complaints, feedback and service enquiries 
• Develop team capability, training and service standards 
• Identify opportunities for process improvement 
• Prepare customer service reports and performance data 
• Work collaboratively with Operational Leaders and the Leadership Team 

 About You

You are a people-focused leader who enjoys building strong teams and creating positive customer experiences.

 Essential

• Demonstrated leadership experience within customer service, administration, NDIS or community services 
• Strong knowledge of the NDIS and participant journey 
• Exceptional communication and interpersonal skills 
• Ability to manage competing priorities in a fast-paced environment 
• Strong coaching and team development skills 
• High level administration and organisational capability 
• Strong Microsoft Office skills 

 Desirable

• Experience using ShiftCare, Astalty or similar CRM/client management systems 
• Experience in disability, mental health or community services 
• Understanding of NDIS Quality and Safeguards requirements 

 Ready to Apply?

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