Client Engagement Coordinator - Vic

Lumia Care; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Lumia Care is expanding its Customer & Growth team in Melbourne and seeks a Client Engagement Coordinator to convert CHSP inquiries to Support at Home and strengthen client relationships.

You will manage a pipeline, guide families through care options with empathy, and collaborate with clinical and operations teams to ensure smooth onboarding. Remote/onsite travel across Melbourne may be required.

Qualifications

• Experience in aged care, in-home care, or a related health setting.
• Familiarity with CHSP, Support at Home, or Home Care Packages.
• Experience in telesales, customer service, or client coordination.
• Exposure to AI tools or willingness to learn and adopt new technologies.
• Proven experience in business development, client engagement, or sales.
• Excellent relationship-building, communication, and negotiation skills.
• Confidence working autonomously and managing a portfolio of clients.
• Comfortable driving across Melbourne for client visits.
• Experience using CRM systems and managing pipelines.
• Strong communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Make outbound calls and manage inbound enquiries to convert CHSP clients to Support at Home.
• Nurture and manage a pipeline of prospective clients using our CRM system.
• Guide clients and their families through service options with empathy and clarity.
• Follow up consistently and maintain accurate records of all client interactions.
• Meet conversion targets and contribute to team growth goals.
• Collaborate with the clinical and operations teams to ensure smooth client onboarding.
• Identify opportunities to improve outreach scripts, processes, and client experience.

Skills

CRM proficiency

Excel

Communication

Time management

Relationship building

Self-motivation

Autonomous work

Sales mindset

Tools

CRM software

Job description

• Join a rapidly growing organisation with strong career progression
• Blend relationship management, business development and growth

Why This Role Stands Out

• Join a rapidly growing organisation with strong career progression
• Blend relationship management, business development and growth

About Us

Lumia Care is redefining person-centred aged care and disability services across Australia. As we continue to grow, we are expanding our Customer & Growth team and are seeking a Client Engagement Coordinator to strengthen relationships, drive outcomes and support sustainable growth.

About the Role

You’ll work with a pipeline of clients who are transitioning from the Commonwealth Home Support Programme (CHSP) to the new Support at Home program — helping them understand their options, building trust, and converting enquiries into active Lumia Care clients.

• Make outbound calls and manage inbound enquiries to convert CHSP clients to Support at Home
• Nurture and manage a pipeline of prospective clients using our CRM system
• Guide clients and their families through service options with empathy and clarity
• Follow up consistently and maintain accurate records of all client interactions
• Meet conversion targets and contribute to team growth goals
• Collaborate with the clinical and operations teams to ensure smooth client onboarding
• Identify opportunities to improve outreach scripts, processes, and client experience

Essential Requirements

• Warm, confident telephone manner with clear communication skills
• Natural ability to connect with people — empathetic, patient, and persuasive
• Strong organisational skills and attention to detail
• Comfortable working with CRM systems and digital tools
• Solid IT skills including Microsoft Excel
• Self-motivated with a drive to meet targets

About You

• Experience in aged care, in-home care, or a related health setting
• Familiarity with CHSP, Support at Home, or Home Care Packages
• Experience in telesales, customer service, or client coordination
• Exposure to AI tools or willingness to learn and adopt new technologies
• Proven experience in business development, client engagement, or sales
• Excellent relationship-building, communication, and negotiation skills
• Confidence working autonomously and managing a portfolio of clients
• Comfortable driving across Melbourne for client visits
• Experience using CRM systems and managing pipelines
• Strong communication and stakeholder management skills
• Ability to manage multiple priorities in a fast-paced environment

This is afantastic opportunitytojoin Lumia Care during an exciting growth phaseand play a key role in shaping how we connect with ourcommunities.

Additional information

• Drive growth by identifying new business opportunities
• Build and maintain strong relationships with clients
• Use your clinical experience to provide high-quality care pathways