Customer Pathways Manager

Multicap Limited; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Tax-free salary packaging up to $15,9

Meals & entertainment allowance $2,650

Exclusive discounts on shopping,Dining

Collaborative team environment

Inclusion, choice & empowerment

Job summary

Multicap Limited in Brisbane, Queensland seeks a dedicated Customer Pathway Manager to lead onboarding from enquiry to service commencement, coordinating with families, guardians and referral partners. You will guide customers through NDIS processes, ensuring a seamless, person-centred experience and strong stakeholder engagement.

Reporting to the Group Executive - Disability, you will drive documentation, service agreements and support plans, while collaborating with operations to secure

Qualifications

• Experience in customer engagement, onboarding or service coordination within disability or community health.
• Knowledge of the NDIS and participant onboarding processes.
• Strong stakeholder management and relationship-building skills.
• Excellent communication, with ability to handle sensitive conversations.
• Strong organizational and time management skills.
• Experience using CRM systems and Microsoft 365.
• Commitment to person-centred practice and positive customer outcomes.

Responsibilities

• Manage customer enquiries across phone, email and referral channels, guiding on Multicap services and NDIS eligibility.
• Conduct needs assessments and coordinate onboarding from enquiry through to commencement.
• Build relationships with participants, families, guardians, support coordinators and partners.
• Prepare onboarding documentation, service agreements, assessments and support plans.
• Collaborate with operations to ensure supports, staffing and resources for service delivery.
• Monitor onboarding progress, resolve barriers and ensure timely service commencement.
• Maintain accurate records, reporting and compliance with NDIS standards.
• Contribute to continuous improvement and positive customer outcomes.

Skills

Customer engagement

Onboarding

Service coordination

Relationship management

Communication

Organisational skills

CRM systems

Microsoft 365

Person-centred practice

Education

Human Services qualification

Tools

CRM systems

Microsoft 365

Job description

As our Customer Pathway Manager, you'll be the key contact for prospective customers and their support networks, guiding them from initial enquiry through to service commencement. Reporting to the Group Executive - Disability, you'll ensure a seamless, person-centred onboarding experience while building strong relationships with customers, families, referral partners and internal stakeholders.

What You'll Be Doing

• Manage customer enquiries across phone, email and referral channels, providing guidance on Multicap services, NDIS funding and eligibility.
• Conduct needs assessments and coordinate onboarding activities from enquiry through to commencement.
• Build strong relationships with participants, families, guardians, support coordinators and referral partners.
• Prepare onboarding documentation, service agreements, assessments and support plans.
• Collaborate with operational teams to ensure supports, staffing and resources are in place for successful service delivery.
• Monitor onboarding progress, resolve barriers and ensure timely service commencement.
• Maintain accurate records, reporting and compliance with NDIS standards and organisational requirements.
• Contribute to continuous improvement and exceptional customer outcomes.

You are a highly organised, customer-focused professional who enjoys building relationships and helping people navigate complex services. You can manage competing priorities while delivering a positive and seamless customer experience.

What You'll Bring

Essential

• Experience in customer engagement, onboarding, service coordination or relationship management within disability, community services, health or human services.
• Knowledge of the NDIS and participant onboarding processes.
• Strong stakeholder management and relationship-building skills.
• Excellent communication skills with the ability to manage sensitive conversations.
• Strong organisational and time management skills.
• Experience using CRM systems and Microsoft 365.
• Commitment to person-centred practice and customer outcomes.

Desirable

• Experience within disability services, particularly Supported Independent Living (SIL).
• Qualifications in Human Services, Community Services, Social Work, Disability, Health, Business or a related field.
• Knowledge of NDIS funding, customer journey management and participant transitions.

Why Join Multicap?

• Contribute to positive customer experiences and outcomes.
• Maximise your take-home pay with up to $15,900 tax-free plus $2,650 for meals and entertainment through salary packaging.
• Access exclusive discounts on shopping, dining, travel and everyday expenses
• Join a collaborative and supportive team.
• Be part of an organisation committed to inclusion, choice and empowerment.

Vertaview Group consists of All About Living, Allinto, Arbourwell, Elvara, Multicap, and Open Minds.

We purposefully bring together leading human and social service providers to amplify the pursuit of our shared and enduring social impact. We are leaders in high-needs disability support, mental health services, and ageing services.

"Vertaview Group acknowledges the Traditional Custodians of the lands on which we all work, live and play. We pay our respects to Elders past and present and extend that respect to all First Nations Peoples. We reflect upon the millions of footprints embedded into the earth by our Ancestors, the pathways they forged, the meaning they left behind, and the continuation of their traditions through the next generations."