Customer-Driven Front Desk & Admin Specialist

Svha; Melbourne; Hybrid; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Supportive and welcoming team culture

Meaningful work that positively impact

Career development opportunities

Diverse and engaging workload

Modern Boronia Head Office location

Opportunity to work with senior leads

Full-time permanent role

Job summary

Glady & Co, based in Melbourne with a Boronia Head Office, is seeking an Administrative Assistant – Customer Service. You will be the first point of contact for participants, families and referrers, handling enquiries and supporting intake from enquiry to service commencement.

The role focuses on delivering exceptional customer experiences, coordinating administrative tasks, and maintaining accurate records in a fast-paced disability and community services environment.

Qualifications

• Experience in administration and customer service.
• Outstanding verbal and written communication skills.
• Strong organisational and time management skills.
• Ability to manage multiple priorities and deadlines.
• High attention to detail.
• Strong problem-solving skills.
• Advanced customer service skills and a professional phone manner.
• Intermediate Microsoft Office skills.
• NDIS Worker Screening Check (or ability to obtain).

Responsibilities

• Manage participant enquiries via phone, email and SMS with professional, responsive and person-centred customer service.
• Provide exceptional customer service to participants, families and stakeholders.
• Support participant intake and onboarding processes.
• Create and maintain participant records and data systems.
• Coordinate referrals and service enquiries.
• Assist with scheduling changes and service requests.
• Support complaints, feedback and incident triage processes.
• Prepare correspondence and administrative documentation.
• Maintain customer service registers and records.
• Liaise with internal teams to ensure timely resolution of enquiries.
• Promote Glady & Co services and support positive stakeholder relationships.

Skills

Administration

Customer service

Verbal communication

Written communication

Organisational skills

Time management

Multitasking

Attention to detail

Problem solving

Phone manner

MS Office

CRM software

NDIS screening

Tools

Microsoft Office

CRM software

Job description

Glady & Co, based in Melbourne with a Boronia Head Office, is seeking an Administrative Assistant – Customer Service. You will be the first point of contact for participants, families and referrers, handling enquiries and supporting intake from enquiry to service commencement.

The role focuses on delivering exceptional customer experiences, coordinating administrative tasks, and maintaining accurate records in a fast-paced disability and community services environment.