Afford's high-quality disability services are continuing to grow, and we're looking for a Customer Experience Officer to help people access the right supports at the right time. This is a role where purpose and customer experience go hand in hand. You'll be the first point of contact for many prospective customers, guiding them through the journey from initial enquiry and assessment through to onboarding and service commencement.
About the role:
Manage new enquiries and referrals, helping customers understand Afford's services
Conduct initial client assessments and coordinate the information needed for onboarding
Build strong relationships with clients, families, carers and external stakeholders
Play a key role in converting enquiries into new customers and supporting Afford's growth
What you will do:
Manage and respond to a high volume of inbound and outbound customer enquiries
Qualify leads and referrals and identify suitable pathways into Afford's services
Conduct initial client assessments and gather required documentation
Develop strong relationships with customers, families, carers and external stakeholders
Work with internal teams to coordinate tailored service solutions and support service commencement
Prepare and coordinate service agreements, quotes and supporting documentation
Maintain accurate and comprehensive customer records in the CRM
Contribute to agreed client acquisition targets and performance measures
Respond to customer feedback, complaints and concerns in line with Afford's policies and processes
Identify opportunities to improve the customer experience and contribute to continuous improvement
Ensure all interactions are skilled, empathetic, responsive and customer-focused
What you will bring:
Experience onboarding clients in an NDIS, disability, healthcare or human services environment




Knowledge of the NDIS and/or other human services funding environments
Understanding of NDIS Price Arrangements and Pricing Limits
Strong relationship-building and stakeholder engagement skills
Excellent written, verbal and interpersonal communication skills
Strong organisational skills and ability to manage competing priorities in a high-volume environment
Creative thinking and a solutions-focused approach
Sales, client acquisition or lead conversion experience will be highly regarded
A genuine commitment to working in a for-purpose organisation
Current Australian C class driver's licence
Hold (or be willing to obtain) a current NDIS Worker Screening Check (NDISWSC) and Working with Children Check (WWCC)
Make a difference
- Help people with disability access the services and supports they need to live the lives they choose.
NFP Salary Packaging benefits
- Increase your take-home pay with up to $15,900 tax-free plus $2,650 for meals and entertainment.
Additional leave benefits
- Enjoy bonus leave at each work anniversary and the option to purchase additional annual leave.
Health and wellbeing
- Access discounted gym membership through Fitness Passport and a range of wellbeing initiatives.
Career development
- Grow your skills through ongoing learning, professional development and career progression opportunities.
Supportive culture
- Join a collaborative, values-led team committed to inclusion, continuous improvement and making a positive impact.
More about Afford:
At Afford, we exist to create an inclusive world where human rights are realised, a world where people of all abilities can share in life's adventure. We are committed to inclusion, diversity and creating opportunities for people with disability to live the lives they choose. Our people live our values of Kind, Clear, Team and Explore. To learn more about Afford, visit .
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📌 Customer Experience Officer (Sydney)
🏢 Afford
📍 Sydney