Customer Service Coordinator

Five Good Friends; Brisbane; Hybrid; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Flexible working

Wellness allowance

Extra leave after 2 years

Counselling services

Parental leave support

Job summary

Five Good Friends in Brisbane is seeking a Customer Service Coordinator to join our busy team supporting Members and Helpers. You will be the friendly voice on the phone, handle emails and chats, and help people feel heard and supported while using our services.

You’ll have at least two years in customer support, strong communication, and comfort with multiple systems. Our Brisbane-based HQ and flexible work-from-home option mean you can contribute from anywhere in the region while staying

Qualifications

• Minimum 2 years' experience in customer support or contact centre.
• Comfortable handling high-volume phone-based interactions.
• Strong verbal and written communication; ability to build rapport.
• Proficient with multiple computer systems simultaneously.
• Able to work independently and with a team.

Responsibilities

• Handle inbound/outbound calls, emails and chat to support Members and Helpers.
• Resolve issues and capture feedback with care.
• Proactively engage to drive engagement and satisfaction.
• Coach users to maximise use of our software.
• Collaborate with internal teams to deliver exceptional service.

Skills

Customer service

Call centre experience

Verbal communication

Written communication

Multitasking

Time management

Tools

CRM software

MS Office

Job description

Hi there! We'reFive Good Friends, an approved aged care and registered NDIS service provider. We help our Members (others call them clients) live vibrantly in their own homes by wrapping a care team around them and their families. Our innovative software coordinates in the background so our teams can focus on what matters most, delivering exceptional care.

We're proud to be a place where purpose meets impact. Every day, our work contributes to helping people live their best lives and that starts with our people.

As we continue to grow, we're investing in the people who make it all happen. That's where you come in.

About the Role

As a Customer Service Coordinator, you'll be a key part of our Customer Service team, supporting both our Members and Helpers (our incredible carers). You'll be the friendly voice on the phone, the helpful reply in an email, and the calm problem-solver when things get tricky.

This is a busy, phone-based customer service role where you'll spend much of your day supporting customers through inbound and outbound calls, as well as email and chat. You'll work across a variety of enquiries, helping people feel heard, supported and confident using our services.

What You’ll Be Doing

• Delivering exceptional service to Members and Helpers via phone, email, and chat.
• Using your knowledge of Support at Home packages and NDIS to support individual needs.
• Collaborating with internal teams to resolve issues and manage feedback with care.
• Proactively reaching out to drive engagement, retention and satisfaction (high NPS)
• Coaching Members and Helpers to get the most out of our software.
• Playing a key role in shaping a positive, impactful customer experience.

What We’re Looking For

To be successful in this role, you'll bring:

• A minimum of 2 years' experience in a customer support, contact centre or call centre environment.
• Experience handling a high volume of phone-based interactions, including both inbound and outbound calls.
• Strong verbal and written communication skills, with the ability to build rapport and navigate sensitive conversations.
• Excellent problem-solving skills and a genuine passion for helping people.
• The ability to multitask across multiple systems while maintaining accuracy and attention to detail.
• Strong time management and organisational skills in a fast-paced environment.
• Confidence working independently while collaborating effectively with a broader team.

What's in it for you?

The way we work and the perks we offer are designed to help you live a fulfilling life. The work we do is meaningful, and the problems we solve are interesting.

• Flexible working - Brisbane-based team members connect in our South Brisbane HQ once a week, with the flexibility to work from home the rest of the time. We also welcome applications from candidates outside the Brisbane region who wish to work remotely.
• $500 yearly wellness allowance to spend on anything that helps you feel good outside of work.
• Extra time off - after 2 years, you'll earn an extra day of annual leave each year. You can also buy more leave if you'd like.
• Free, confidential counselling through our Sonder Program.
• Parental leave support - we top up wages for eligible caregivers, and primary caregivers get extra super during their first year of unpaid leave.
• Extend our care to a loved one at a special rate. This family member will receive Care Managed services at Self Managed prices (values vary depending on circumstances).
• We're a genuinely great place to work - our employee engagement scores are 17% above the industry average.
• Okinawa trip - after 5 years with us, we'll send you to Japan to visit the community that inspired Five Good Friends. Flights, hotel and transfers are all covered.

Before You Apply

Please ensure you meet the following requirements before applying:

• You have at least 2 years' recent experience in a contact centre, call centre or phone-based customer support role.
• You are comfortable spending a significant portion of your day on the phone supporting customers.
• You have strong computer skills and can confidently navigate multiple systems simultaneously.
• You have unlimited working rights in Australia.

Please note: This role requires established experience in a phone-based customer service environment. While we value customer-facing experience from retail and hospitality backgrounds, candidates with contact centre, call centre or customer support experience will be most closely aligned to the requirements of this position.