Administrative Assistant – Customer Service
Full Time | Boronia Head Office | NDIS & Community Services
Join a Growing Organisation Where People Come First
At
Glady & Co
, we're passionate about improving the lives of people living with disability, mental health challenges, and other barriers to community participation.
As we continue to grow, we're looking for an organised, customer-focused, and proactive
Administrative Assistant – Customer Service
to join our Head Office team in Boronia.
This is a fantastic opportunity for someone who enjoys helping people, thrives in a fast-paced environment, and wants to build a career within the disability and community services sector.
As one of the first points of contact for participants, families, support coordinators, and referral partners, you'll play a critical role in creating exceptional customer experiences and supporting participants from their first enquiry through to service commencement.
Why join Glady & Co
Supportive and welcoming team culture
Meaningful work that positively impacts people's lives
Growing organisation with career development opportunities
Diverse and engaging workload
Modern Boronia Head Office location
Prospect to work closely with senior leaders across the business
Full-time permanent role with stability and growth potential
About the Role
Reporting to the
Customer Service Team Lead
, you will provide administrative and customer service support across the organisation.
You will be responsible for managing participant enquiries, supporting intake processes, assisting referrers and stakeholders, coordinating administrative tasks, maintaining accurate records, and ensuring every customer interaction reflects Glady & Co's commitment to quality and person-centred care.
No two days are the same.
Key Responsibilities




Manage inbound and outbound enquiries via phone, email and SMS, delivering professional, responsive and person-centred customer service.
Provide exceptional customer service to participants, families and stakeholders
Support participant intake and onboarding processes
Create and maintain participant records and data systems
Coordinate referrals and service enquiries
Assist with scheduling changes and service requests
Support complaints, feedback and incident triage processes
Prepare correspondence and administrative documentation
Maintain customer service registers and records
Liaise with internal teams to ensure timely resolution of enquiries
Promote Glady & Co services and support positive stakeholder relationships
What We're Looking For
Essential
Demonstrated experience in administration and customer service
Outstanding verbal and written communication skills
Strong organisational and time management skills
Ability to manage multiple priorities and competing deadlines
High attention to detail
Strong problem-solving skills
Advanced customer service skills and a professional phone manner
Intermediate Microsoft Office skills
NDIS Worker Screening Check (or ability to obtain)
Desirable
Experience within NDIS, disability, community services, health or mental health sectors
Experience using CRM or client management systems
Understanding of NDIS supports and participant journeys
Experience managing participant enquiries and intake processes
What Success Looks Like
Participants and stakeholders receive timely, professional support
Enquiries are managed accurately and efficiently
Intake processes are completed smoothly
Records and systems remain accurate and up to date
Positive customer experiences are consistently delivered
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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