Onboarding & Customer Pathways Lead – Disability Services

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

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