Client Care Coordinator

Gateways Support Services; Geelong; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible work options

Salary packaging

Onsite parking

Employee Assistance Program

Free flu vaccinations

Career development opportunities

Staff discounts

Job summary

Gateways Support Services is seeking a Client Care Coordinator in Geelong to welcome clients, families and community members seeking disability support. You will shape the customer experience from the first interaction with warmth and professionalism and guide people through intake and onboarding.

This is a maximum-term, 12 month contract concluding in November 2027. You will manage enquiries across phone, email and in-person channels, triage efficiently and ensure smooth handovers into

Qualifications

• Experience delivering inclusive, empathetic customer service.
• Clear communication of services and processes.
• Experience managing enquiries, intake or onboarding in a service-based setting.
• Strong organisational skills and ability to prioritise and meet deadlines.
• Familiarity with maintaining accurate, compliant records.
• Willingness to learn NDIS, safeguarding and privacy requirements.

Responsibilities

• Handle enquiries across phone, email and in-person channels.
• Provide information about services and guide through intake/onboarding.
• Coordinate handovers to services with internal teams.
• Triages enquiries efficiently and ensures consistent information.

Skills

Exceptional customer service

Clear communication

Enquiry management

Onboarding & intake

Record keeping & compliance

NDIS awareness

Collaborative teamwork

Job description

About Gateways:

At Gateways Support Services we walk alongside children, young people and adults with disability and their families to help build independence, confidence and connection. Our services span early childhood intervention, respite, skill development, independent living, specialist care, and more, always shaped around the needs of each individual.

We are a diverse team of mountain bike riders, comedians, skiers, surfers, gamers, movie buffs, musicians, cat people, dog people and more. What unites us is a shared passion for supporting people with disability and making every day a better day. Guided by our values of Commitment, Opportunity, Respect, Excellence and Empathy, everything we do is about creating safe, high-quality supports that help people thrive and enjoy a better quality of life.

The role:

As Client Care Coordinator, you are the welcoming first point of contact for clients, families and community members seeking disability support at Gateways. You’ll play a key role in shaping the customer experience from the very first interaction - listening carefully, responding with warmth and professionalism, and helping people feel supported, understood and confident as they take their next steps.

This is a maximum-term, 12 month contract concluding in November 2027.

You will manage enquiries across phone, email and in-person channels, provide clear and accurate information about services, and guide clients and families through intake and onboarding processes. Working closely with internal teams, you will ensure enquiries are triaged efficiently, information is consistent, and handovers into services are smooth and well-coordinated.

This role is ideal for someone who enjoys working directly with people, thrives in a fast-paced service environment, and understands that how we communicate is just as important as what we communicate - particularly when supporting individuals and families navigating complex systems such as the NDIS.

The successful candidate will demonstrate:

• A strong commitment to delivering inclusive, empathetic and client-centred customer service
• Excellent communication skills, with the ability to explain services and processes clearly and confidently
• Experience managing enquiries, intake or onboarding processes in a service-based environment
• Strong organisational skills, with the ability to manage competing priorities and meet timeframes
• Confidence using systems and maintaining accurate, compliant records
• An understanding of (or willingness to learn) the NDIS, safeguarding and privacy requirements
• A collaborative approach, working effectively with internal teams and external referrers
• Professional judgement when resolving issues or escalating concerns appropriately

Why Gateways?

At Gateways you will find more than a job - you will find purpose. Every role contributes to safe, high-quality supports and positive outcomes for people with disability and their families. You will be part of a team that celebrates individuality, fosters belonging and creates opportunities to learn and grow.

We also offer:

• Flexible work options to support work-life balance
• Salary packaging up to $15,900 per year
• Convenient onsite parking
• Employee Assistance Program
• Free flu vaccinations
• Career development and progression opportunities in a growing organisation
• Access to staff discounts across health, fitness, and lifestyle services

If successful in this role, you will need to obtain the following compliance documents:

• NDIS Workers Screening Check Clearance
• NDIS Workers Orientation Module (certificate of completion)
• Working with Children Check (Victorian, Employee)
• Victorian Driver's License (desirable)

Applications close 3pm Friday 23rd October.

At Gateways, we know that diversity makes us stronger and belonging makes us better. We want every team member to feel safe, respected and valued for who they are.

We welcome applications from people of all backgrounds and lived experiences, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse communities, LGBTQIA+ people, and people with disability.

If you need any adjustments to the recruitment process so you can show us your best self, please let us know. We want this experience to be fair, inclusive and accessible for everyone.

Child safety is embedded in our culture. Gateways are proud to be a child safe organisation with zero tolerance for child abuse.