Customer Engagement and Intake Officer

Catholic Archdiocese of Brisbane; Brisbane; Hybrid; AUD 51,000 - 73,000; Full time

Benefits offered by this job

Community impact

Multidisciplinary team

Meaningful change

Purpose-driven org

Job summary

Catholic Archdiocese of Brisbane – Woolloongabba QLD is seeking a Customer Engagement and Intake Officer for a 3-month fixed-term contract. You will be the first point of contact, coordinating referrals and appointments, preparing service agreements, and supporting service delivery.

The role requires intake experience, proficiency with client management systems, and knowledge of NDIS funding. Hybrid work (3 days in office, 2 days WFH) and standard hours apply.

Qualifications

• At least 1 year in an intake or customer service role.
• Experience using client management systems (CRM).
• Ability to work across multiple systems simultaneously.
• Understanding of NDIS funding and budgeting.
• Strong communication, organisation and relationship-building skills.

Responsibilities

• Prepare and complete service agreements with stakeholders.
• Coordinate appointments and service delivery arrangements.
• Receive and respond to customer enquiries and third-party referrals.
• Initiate and follow up on service leads and conduct outbound calls; maintain intake records.
• Build and maintain relationships with referral partners and stakeholders.

Skills

Intake experience

Customer service

CRM systems

Multi-system navigation

NDIS funding knowledge

Communication & organisation

Education

Relevant qualification in community/disability/aged care

Tools

CRM / client management systems

Job description

Catholic Archdiocese of Brisbane – Woolloongabba QLD

Xavier Children’s Support Network has an exciting opportunity is available for an experienced Customer Engagement and Intake Officer to join the Xavier team on a 3-month contract to cover a period of long service leave on a full-time fixed term basis.

About the Role

As the first point of contact for the Xavier team, you will play a key role in delivering exceptional customer service, coordinating referrals and appointments, preparing service agreements, and supporting the effective delivery of services.

Position Details

• Contract: 3-month fixed-term contract to cover long service leave, commencing no later than 4 January 2027.
• Location: Woolloongabba, Queensland.
• Work Arrangement: 3 days in the office and 2 days working from home.
• Hours: Monday to Friday, 8:00 am – 4:00 pm.
• Payrate: $45.22/hr + super

Key Responsibilities

• Prepare and complete service agreements in collaboration with relevant stakeholders.
• Coordinate appointments and service delivery arrangements.
• Receive and respond to customer enquiries and third-party referrals.
• Initiate and follow up on customer service leads and conduct outbound calls.Maintain accurate and up-to-date intake records and client data.
• Build and maintain positive relationships with referral partners and key stakeholders.

About You

• Previous experience in an intake or customer service environment.
• Experience using client management systems.
• The ability to navigate and work across multiple systems simultaneously.
• An understanding of NDIS funding and budgeting.
• Strong communication, organisational, and relationship-building skills.
• A commitment to delivering high-quality customer service.
• The ability to work autonomously and manage competing priorities.

Essential Requirements

• At least one year of experience in an intake role.
• A qualification in a relevant discipline, or another qualification supported by relevant experience in the community, disability, or aged care sectors.
• Ability to obtain a Working with Children Check.
• Ability to obtain a NDIS Worker Screening Check.
• A current Australian driver's licence.
• Completion of the NDIS Worker Orientation Module.
• Ability to obtain a National Police Check.

Benefits

• Make a difference in the community!
• Be part of a supportive multidisciplinary teamwhere collaboration and shared expertise are valued.
• Create meaningful changein the lives of children, families, and older adults.
• Join a purpose-driven organisationcommitted to inclusion, safeguarding, and continuous improvement.

Our Commitment to Safety

The Archdiocese of Brisbane is committed to safeguarding children, young people and adults at risk. Successful applicants will be required to obtain and maintain a Blue Card, NDIS Worker Screening Clearance, an Australian Federal Police Check, and evidence of the right to work in Australia.

Additional information

• 3 month contract
• Make a difference in the community!
• Create meaningful change in the lives of children, families, and older adults.