Glady and Co Mental Health Support – Boronia VICGlady & Co | Boronia, VIC Full Time | Permanent NDIS & Community Services SectorLead Team.
Create Exceptional Experiences.
Make a Difference.About Glady & CoAt 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 strong NDIS knowledge, customer service leadership experience, and a genuine passion for people.Why Join Glady & Co?
Supportive and inclusive workplace cultureGrowing and innovative organisationOpportunity to influence service quality and participant experienceWork alongside a collaborative leadership teamProfessional development and career growth opportunitiesPurpose-driven work that genuinely makes a differenceAbout the RoleLeading 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 ResponsibilitiesLead, coach and support the Customer Service TeamMonitor customer service performance and response timeframesOversee participant intake and onboarding processesSupport stakeholder relationship managementManage escalated customer concerns and service issuesCoordinate customer service workflows and administrative processesMonitor complaints, feedback and service enquiriesDevelop team capability, training and service standardsIdentify opportunities for process improvementPrepare customer service reports and performance dataWork collaboratively with Operational Leaders and the Leadership TeamAbout YouYou 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 servicesStrong knowledge of the NDIS and participant journeyExceptional communication and interpersonal skillsAbility to manage competing priorities in a rapid-paced environmentStrong coaching and team development skillsHigh level administration and organisational capabilityExperience using ShiftCare, Astalty or similar CRM/client management systemsExperience in disability, mental health or community servicesUnderstanding of NDIS Quality and Safeguards requirementsReady 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 (Victoria)
🏢 Glady and Co Mental Health Support
📍 Victoria