Concierge Officer

Kairros; Melbourne; On-site; AUD 52,000 - 70,000; Full time

Benefits offered by this job

Referral bonuses

Health insurance

Gym memberships

Corporate discounts

Job summary

Ability Action Australia in Melbourne is seeking a proactive Concierge to be the friendly first point of contact for participants, guiding referrals through to bookings and ensuring ongoing support. This office-based role requires responsiveness, organisation and a participant-centred approach from Caroline Springs.

You will reach out by phone, SMS and email, coordinate with clinicians, and help move participants toward timely appointments.

Qualifications

• Experience in customer service or referrals preferred.
• Office-based role in Caroline Springs.
• Excellent telephone, email and SMS communication.
• Comfortable working toward KPIs/targets.

Responsibilities

• Be the first contact for participants and guide them from referral through to booking.
• Reach out early via phone, SMS and email to keep momentum.
• Coordinate with clinicians to prioritise appointments and manage referrals.
• Update and maintain bookings in systems.
• Ensure participants have ongoing support after booking.

Skills

Confident communicating with people

Proactive mindset

Self-motivated toward KPIs

Strong communication and follow-up

Attention to detail managing info

Job description

We are one of the largest providers to the NDIS, supporting over 10,000 participants every year with the care they need, when and where it is needed. We have a multi-disciplinary team approach, building a quality support service around the needs and goals of our participants and their family.

Job Description

About the role

Ability Action Australia is growing and we're looking for a proactive, people-focused individual to join our Concierge Team.

You'll take ownership of referrals, helping participants move forward with confidence and connect with the right support, sooner.

This is an office-based role in Caroline Springswhere being responsive, organised, and outcome-focused makes a real impact. Please include your location in your application.

What you'll be doing

You'll be the first point of contact for participants, guiding them from referral through to booking and ensuring they have continued support.

Key parts of the role include:

• Reaching out early via phone, SMS, and email
• Guiding conversations toward an appointment in a supportive way
• Following up to gather information and keep momentum
• Managing referrals, updates, and bookings in systems
• Coordinating with clinicians to prioritise appointments

What's in it for you

• Meaningful work where you can see the impact of what you do every day
• Career growth across Ability Action Australia and the wider MedHealth group
• Ongoing training and development to build your skills and confidence
• Great benefits, including referral bonuses and corporate discounts (health insurance, gym memberships)
• Options for salary packaging, novated leasing, and additional leave purchase

Qualifications

What you'll bring

• Confidence speaking with people and guiding conversations with empathy
• A proactive mindset, you take initiative and follow things through
• Comfortable working toward KPIs or activity targets
• Strong communication and follow-up skills
• Attention to detail when managing information and systems

You are welcome here.

Our fast-growing team of more than 4,000 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences.

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQIA+ community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.