Glady and Co Mental Health Support – Boronia VIC
Glady & Co | Boronia, VIC
Full Time | Permanent
NDIS & Community Services Sector
Lead Team. Create Exceptional Experiences. Make a Difference.
About Glady & Co
At Glady & Co, we're more than just a NDIS provider. We're a value-driven organisation committed to improving health, wellbeing, independence, and community participation for the people we support.
As we continue to grow, we're looking for an experienced and passionate
Customer Service Team Lead
to lead our front-line customer service team and ensure every participant, family member, support coordinator, and stakeholder receives an exceptional experience from their very first interaction with us.
This is an exciting opportunity for someone with solid NDIS knowledge, customer service leadership experience, and a genuine passion for people.
Why Join Glady & Co?
Supportive and inclusive workplace culture
Growing and innovative organisation
Opportunity to influence service quality and participant experience
Work alongside a collaborative leadership team
Professional development and career growth opportunities
Purpose-driven work that genuinely makes a difference
About the Role
Leading a team of Customer Service Administrators, you'll be responsible for ensuring our customer service function operates efficiently, professionally, and with a participant-centred approach.
As the Customer Service Team Lead, you will be responsible for developing a high-performing customer service function that delivers responsive, professional and participant-centred support. You will provide leadership and coaching to the team,



oversee intake and enquiry management processes, manage escalations, and champion continuous improvement initiatives that enhance both customer satisfaction and operational efficiency.
Key Responsibilities
Lead, coach and support the Customer Service Team
Monitor customer service performance and response timeframes
Oversee participant intake and onboarding processes
Support stakeholder relationship management
Manage escalated customer concerns and service issues
Coordinate customer service workflows and administrative processes
Monitor complaints, feedback and service enquiries
Develop team capability, training and service standards
Identify opportunities for process improvement
Prepare customer service reports and performance data
Work collaboratively with Operational Leaders and the Leadership Team
About You
You are a people-focused leader who enjoys building strong teams and creating positive customer experiences.
Demonstrated leadership experience within customer service, administration, NDIS or community services
Strong knowledge of the NDIS and participant journey
Exceptional communication and interpersonal skills
Ability to manage competing priorities in a fast-paced environment
Strong coaching and team development skills
High level administration and organisational capability
Experience using ShiftCare, Astalty or similar CRM/client management systems
Experience in disability, mental health or community services
Understanding of NDIS Quality and Safeguards requirements
Ready to Apply?
If you're passionate about helping people and want meaningful work, we'd love to hear from you.
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📌 Customer Service Team Lead (Melbourne)
🏢 Glady and Co Mental Health Support
📍 Melbourne