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 qualified, 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, professional 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