Client Services Coordinator

Aunty Grace; City of Melbourne; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Flexible work arrangements

Supportive team environment

Career progression opportunities

Learning opportunities

Make a difference for older adults

Job summary

Aunty Grace is a rapidly growing Support at Home provider focused on delivering quality care with modern approaches. We’re seeking a Client Services Coordinator who thrives on helping clients receive services they need and ensuring a positive client experience.

Reporting to the Client Services Team Leader, you will coordinate client service, relationship management and service scheduling, acting as a key contact for clients and their representatives, and collaborating with Care Managers,

Qualifications

• Experience in customer service, service coordination, scheduling, procurement or a similar fast-paced role.
• Experience within aged care, health or community services is highly regarded.

Responsibilities

• Coordinate a great client experience, including inbound enquiries and communications.
• Conduct regular client check-ins and welfare calls.
• Build strong relationships with clients and their representatives.
• Identify and escalate changes in client wellbeing, risks or care needs.
• Respond to client feedback, concerns and incidents and ensure follow-up.
• Schedule and confirm services in accordance with client care plans.
• Manage cancellations and rescheduling to support continuity of care.
• Coordinate with Care Managers, suppliers and internal teams to resolve issues.
• Support procurement of services and products.
• Ensure services are delivered by vetted and credentialed workers.
• Provide clients with information to support informed decision-making.
• Maintain accurate client records and documentation.

Skills

Customer service

Service coordination

Scheduling

Procurement

Fast-paced environment

Job description

Aunty Grace is a rapidly growing Support at Home provider with a clear focus on improving how care is delivered — combining quality and care with smarter, more modern ways of working.

We’re looking for a Client Services Coordinator who enjoys working with people, solving problems and making things happen. This role sits right at the centre of the client experience, helping ensure our clients receive the services they need, when they need them, and that their experience with Aunty Grace is a positive one.

About Aunty Grace

Aunty Grace is a rapidly growing Support at Home provider with a clear focus on improving how care is delivered — combining quality and care with smarter, more modern ways of working.

We’re looking for a Client Services Coordinator who enjoys working with people, solving problems and making things happen. This role sits right at the centre of the client experience, helping ensure our clients receive the services they need, when they need them, and that their experience with Aunty Grace is a positive one.

About the Role

Reporting to the Client Services Team Leader, the Client Services Coordinator combines client service, relationship management and service coordination.

You’ll be a key point of contact for clients and their representatives while also coordinating the practical delivery of their services — managing schedules, responding to changes, resolving service issues and working closely with Care Managers, suppliers and other teams across Aunty Grace.

It’s a busy role, and priorities can change quickly. We’re looking for someone who can stay organised, use good judgement and take ownership of problems through to resolution, while maintaining a warm and professional client experience.

What You’ll Be Responsible For

You’ll help coordinate a great experience for our clients, including:

• Managing inbound client enquiries and communications.
• Conducting regular client check-ins and welfare calls.
• Building strong relationships with clients and their representatives.
• Identifying and escalating changes in client wellbeing, risks or care needs.
• Responding to client feedback, concerns and incidents and ensuring appropriate follow‑up occurs.
• Scheduling and confirming services in accordance with client care plans.
• Managing cancellations, non‑attendance, service changes and rescheduling to support continuity of care.
• Working with clients to understand their preferences and matching services as closely as possible.
• Coordinating with Care Managers, suppliers and other internal teams to resolve service issues.
• Supporting the procurement of appropriate services and products.
• Ensuring services are delivered by appropriately vetted and credentialed workers.
• Providing clients with appropriate choices and information to support informed decision‑making.
• Maintaining accurate client information, records and documentation.

What We’re Looking For

You’ll bring experience in customer service, service coordination, scheduling, procurement or a similar fast‑paced role. Experience within aged care, health or community services would be highly regarded, but what matters most is your ability to provide excellent service while managing competing priorities.

You’ll be comfortable speaking with clients and families, including when something hasn’t gone to plan. You communicate clearly, follow through on what you say you’ll do and know when something needs to be escalated.

You’ll also need to be comfortable working in an environment where things change. We’re looking for someone who works collaboratively, takes feedback onboard, follows established processes and looks for better ways of doing things.

Mandatory Screening Requirements

The offer of this role will be conditional on the preferred applicant successfully meeting the following criteria:

• The right to work in Australia.
• A satisfactory National Criminal History Check / Police Check.
• Any other screening, checks or training required to perform the role within Aunty Grace.

Why Work With Us?

At Aunty Grace, we understand that providing great care is all about connecting with people. You’ll be part of a growing organisation that is always looking for better ways to support our clients and our people.

In this role you’ll have the added benefit of:

• Flexible work arrangements.
• A supportive and collaborative team environment.
• Opportunities to learn and develop within a growing organisation.
• Great career progression opportunities.
• The opportunity to make a genuine difference to the experience of older Australians receiving care at home.