Customer Service Coordinator | NDIS Intake & OnboardingHelp people take the first step into something different.CRANK isn't your traditional disability service.
We're a Melbourne-based community helping autistic and neurodivergent people find their people and grow their future.We're looking for a warm, organised and proactive Customer Service Coordinator – NDIS Intake & Onboarding to join our Care Team.
You'll be one of the first people new CREW members, families and support teams meet when they connect with CRANK.
Your mission: make getting started with CRANK easy, welcoming and well organised.What you'll doYou'll support new CREW from their first enquiry through intake, Service Agreements, onboarding and their first few weeks at CRANK, before transitioning them to our ongoing Care Team.You'll:Respond to new enquiries and referralsRun intake conversations and help people understand CRANKUnderstand each person's goals, interests and support needsBuild relationships with participants, families, Support Coordinators and referrersPrepare and coordinate Service AgreementsConfirm participant and funding informationCoordinate scheduling and commencementMaintain accurate participant and onboarding recordsMake sure coaches have the information they need before someone startsCheck in during the first few weeks and follow up attendance or engagement issuesCreate a smooth handover into ongoing Care Team supportAbout you1.
Demonstrated experience in NDIS intake, onboarding, customer service, or participant coordination
2. A practical understanding of the NDIS, including participant funding pathways and Service Agreement requirement
3. You enjoy talking with people,



making complicated things easier and making sure nothing gets forgotten along the way.Selection criteriaWe're looking for someone who can demonstrate:Confidence using CRM, scheduling, and participant management systems relevant to the NDIS sector.NDIS intake, onboarding, customer service or participant coordinationA practical understanding of the NDIS, participant funding and Service AgreementsExperience guiding people from initial enquiry through to commencementUnderstanding of safeguarding principles and mandatory reporting obligations within the NDIS framework.Strong communication skills with participants, families and professional stakeholdersExcellent organisation and the ability to manage multiple intakes and onboarding journeysStrong attention to detail with participant information and documentationConfidence using CRM, scheduling and participant management systemsA proactive approach to following up outstanding actions and resolving barriersA warm, positive and strengths-based approachThe ability to work collaboratively with coaches and the wider Care TeamThese capabilities closely reflect the requirements of CRANK's current intake and onboarding role.Highly regardedPrevious NDIS intake or onboarding experienceExperience preparing and coordinating NDIS Service AgreementsExperience supporting autistic, ADHD or psychosocial participants and their support networksExperience tracking people through enquiry → intake → onboardingA supportive team workplace focused on professional development and collaboration.Disability, community services or related customer-service experienceWhy CRANK?
This isn't just an administration role.You're helping someone go from:"I'm interested..."to:"Yep. These are my people. I want to be here."You'll join a team creating a different kind of experience for neurodivergent people, built around interests, connection, strengths and NO BARRIERS.Find your people.
Grow your future.
The fun way.
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📌 Customer Service Coordinator | Ndis Intake & Onboarding (Melbourne)
🏢 Crank Group
📍 Melbourne