Onboarding & Customer Pathway Manager

Multicap; Brisbane; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Tax-free salary packaging up to $15,9k

$2,650 meals & entertainment allowance

Discounts on shopping, dining, travel

Collaborative team environment

Inclusion and empowerment culture

Job summary

Multicap seeks a Customer Pathway Manager to guide prospective customers from enquiry to service commencement. You will coordinate onboarding, manage relationships with participants, families, and partners, and ensure smooth onboarding aligned with NDIS standards.

You will engage across channels, prepare documentation, and collaborate with operations to deliver person-centred supports and seamless service initiation.

Qualifications

• Experience in onboarding within disability or community services.
• Knowledge of NDIS onboarding processes.
• Strong stakeholder and relationship-building skills.
• Excellent communication and handling sensitive conversations.

Responsibilities

• Manage inquiries across channels and guide customers through onboarding.
• Coordinate onboarding activities from enquiry to commencement.
• Build relationships with participants, families and partners.
• Prepare onboarding documentation and service plans.
• Collaborate with operations to ensure staffing and resources.

Skills

Customer engagement

Onboarding

Service coordination

Relationship management

NDIS knowledge

Stakeholder management

Communication

Time management

CRM systems

Microsoft 365

Person-centred practice

SIL experience

Education

Human Services / related field

Disability / Health / Social Work

Business or related field

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.

About You

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

• 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.
• 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.

What You’ll Need to Apply?

· Demonstrated experience in a similar role

· Current NDIS Worker Screening Clearance or willingness to obtain

· Current Working with Children Check (Blue Card) or willingness to obtain

· Australian working rights – with no working restrictions

Ready to Apply?

If you're passionate about creating positive customer experiences, navigating complex journeys, and helping people achieve meaningful outcomes, we'd love to hear from you. Apply today and make a real difference in the lives of the people we support. We're reviewing applications as they are received, so don't delay. Questions? Contact ***************@vertaview.org.au

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."

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