Customer Engagement Coordinator

Independence Australia; City of Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Free parking

Hybrid work arrangements

Salary packaging

Job summary

Independence Australia Group is seeking a Customer Engagement Coordinator in Melbourne to coordinate personalised supports and monitor service quality for people living with disability. You will work with customers, families, support workers and health professionals to ensure safe, person-centred services aligned to goals and funding.

This role suits a proactive, customer-focused professional with strong communication and organisational skills, experience in disability services, and a valid

Qualifications

• Experience in service coordination, case management, or disability services.
• Strong relationship-building and stakeholder engagement skills.
• Excellent communication and problem-solving abilities.
• Confidence managing documentation, compliance requirements, and digital systems.
• Proactive, customer-focused approach with strong organisational skills.
• Experience supporting people with complex physical and/or psychosocial disabilities.
• NDIS Worker Screening Check and Working With Children Check are preferred.

Responsibilities

• Coordinate and review customer supports aligned to individual goals, preferences, and NDIS funding.
• Conduct regular customer check-ins, home visits, and community visits.
• Build trusted relationships with customers, families, carers, and key stakeholders.
• Identify changing needs and coordinate timely service adjustments and referrals.
• Maintain accurate customer records, support plans, risk assessments, and case notes.
• Ensure services align with NDIS requirements and organisational policies.
• Monitor service delivery and funding utilisation.

Skills

Disability services

Relationship building

Communication

Problem solving

Documentation

Stakeholder engagement

Education

Certificate IV in Disability / Community Services

Job description

Independence Australia – West Footscray VIC

Independence Australia Group is a social enterprise that provides choice for people with a disability or other personal need, enabling them to regain and retain their independence within an inclusive community.
We believe everyone should have the opportunity to participate in life and the community, regardless of ability. Our aim is to improve the quality of life and provide access to products, resources and support to allow people to make choices to enhance their well-being and lifestyle, whether it’s in their own home, local community or in our residential facilities.
Independence Australia Group includes the organisations previously known as Zest Care, SASI, AQA and Possability Group. Read more about our story at independenceaustralia.com.au.

About the Role

As a Customer Engagement Coordinator, you'll be the vital link between customers, families, support workers, allied health professionals, and internal teams. You'll coordinate personalised supports, monitor service quality, and ensure customers receive safe, high-quality, person-centred services tailored to their goals and needs.
This is a rewarding role for someone who enjoys building strong relationships, solving problems, and making a genuine difference in the lives of people living with disability.

• Coordinate and review customer supports aligned to individual goals, preferences, and NDIS funding.
• Conduct regular customer check-ins, home visits, and community visits.
• Build trusted relationships with customers, families, carers, and key stakeholders.
• Identify changing needs and coordinate timely service adjustments and referrals.
• Maintain accurate customer records, support plans, risk assessments, and case notes.
• Ensure services align with NDIS requirements and organisational policies.
• Monitor service delivery and funding utilisation.

About the Role

As a Customer Engagement Coordinator, you'll be the vital link between customers, families, support workers, allied health professionals, and internal teams. You'll coordinate personalised supports, monitor service quality, and ensure customers receive safe, high-quality, person-centred services tailored to their goals and needs.
This is a rewarding role for someone who enjoys building strong relationships, solving problems, and making a genuine difference in the lives of people living with disability.

• Coordinate and review customer supports aligned to individual goals, preferences, and NDIS funding.
• Conduct regular customer check-ins, home visits, and community visits.
• Build trusted relationships with customers, families, carers, and key stakeholders.
• Identify changing needs and coordinate timely service adjustments and referrals.
• Maintain accurate customer records, support plans, risk assessments, and case notes.
• Ensure services align with NDIS requirements and organisational policies.
• Monitor service delivery and funding utilisation.

About You

You're passionate about person-centred practice and believe every individual deserves dignity, choice, and independence.
You'll bring:

• Experience in service coordination, case management, or disability services
• Strong relationship-building and stakeholder engagement skills
• Excellent communication and problem-solving abilities
• Confidence managing documentation, compliance requirements, and digital systems
• A proactive, customer-focused approach with exceptional organisational skills
• Experience supporting people with complex physical and/or psychosocial disabilities
• Certificate IV in Disability, Community Services, or a related field
• Minimum 2 years' experience in disability, community services, or a similar coordination role
• NDIS Worker Screening Check
• Working With Children Check
• Current driver's licence and willingness to travel

Why work with us

As a valued member of our team, you have access to a range of benefits and perks to set you up for success, including:

• Work close to home with access to free parking.
• Hybrid work arrangements.
• Access salary packaging benefits to increase your take home pay.
• The chance to be part of a purpose-driven, values-based organisation that truly makes a difference.

Work with purpose

Independence Australia Group is a social enterprise that provides choice for people with a disability or other personal need, enabling them to regain and retain their independence within an inclusive community.
We believe everyone should have the opportunity to participate in life and the community, regardless of ability. Our aim is to improve the quality of life and provide access to products, resources and support to allow people to make choices to enhance their well‑being and lifestyle, whether it’s in their own home, local community or in our residential facilities.
As a social enterprise, we redistribute the surplus funds generated through the sale of over 12,000 healthcare products, mobility aids, and equipment into programs that support people living with disability. Independence Australia Group includes Independence Australia, Zest Care, SASI, AQA and Possability Group. Read more about our story at https://www.independenceaustralia.com.au/

For a rewarding career where you can make a real difference and positive impact on peoples’ lives,

Commitment to diversity

Independence Australia Group is an equal opportunity employer and believe our people should reflect the diverse communities we operate in. We encourage applications from people with a disability, CALD, LGBTQIA+ and Aboriginal and Torres Strait Islander peoples to apply. If you have any questions about accessibility during recruitment or about the workplace, please contact our People Experience team on *******@iagroup.org.au.