Job Description

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Administrative Assistant – Customer Service

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Full Time | Boronia Head Office | NDIS & Community Services

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Join a Growing Organisation Where People Come First

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At Glady & Co, we’re passionate about improving the lives of people living with disability, mental health challenges, and other barriers to community participation.

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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.

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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.

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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.

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Why join Glady & Co

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- Supportive and welcoming team culture
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- Meaningful work that positively impacts people’s lives
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- Growing organisation with career development opportunities
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- Diverse and engaging workload
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- Modern Boronia Head Office location
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- Opportunity to work closely with senior leaders across the business
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- Full-time permanent role with stability and growth potential
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About the Role

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Reporting to the Customer Service Team Lead, you will provide administrative and customer service support across the organisation.

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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.

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Key Responsibilities

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- Manage inbound and outbound enquiries via phone,



email and SMS, delivering professional, responsive and person-centred customer service.
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- Provide exceptional customer service to participants, families and stakeholders
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- Support participant intake and onboarding processes
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- Create and maintain participant records and data systems
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- Coordinate referrals and service enquiries
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- Assist with scheduling changes and service requests
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- Support complaints, feedback and incident triage processes
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- Prepare correspondence and administrative documentation
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- Maintain customer service registers and records
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- Liaise with internal teams to ensure timely resolution of enquiries
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- Promote Glady & Co services and support positive stakeholder relationships
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What We’re Looking For

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Essential

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- Demonstrated experience in administration and customer service
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- Outstanding verbal and written communication skills
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- Strong organisational and time management skills
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- Ability to manage multiple priorities and competing deadlines
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- High attention to detail
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- Strong problem-solving skills
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- Advanced customer service skills and a professional phone manner
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- Intermediate Microsoft Office skills
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- NDIS Worker Screening Check (or ability to obtain)
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Desirable

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- Experience within NDIS, disability, community services, health or mental health sectors
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- Experience using CRM or client management systems
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- Understanding of NDIS supports and participant journeys
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- Experience managing participant enquiries and intake processes
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What Success Looks Like

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- Participants and stakeholders receive timely, qualified support
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- Enquiries are managed accurately and efficiently
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- Intake processes are completed smoothly
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- Records and systems remain accurate and up to date
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- Positive customer experiences are consistently delivered
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Ready to Apply?

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If you’re passionate about helping people and want meaningful work, we’d love to hear from you.

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📌 Administrative Assistant - Customer Service (Melbourne)
🏢 Glady and Co Mental Health Support
📍 Melbourne