At Bayley House, we’re proud to be a well-established and trusted NDIS provider with 75 years’ experience supporting adults with intellectual disability to live full, meaningful, and connected lives.

The Hidden Disabilities Sunflower Program supports individuals with non-visible disabilities by promoting awareness, inclusion and understanding across communities, organisations and public services throughout Australia and New Zealand.

We empower people to build skills, independence, and confidence through a wide range of programs including community engagement, work readiness and experience placements, creative and recreational activities, and health and wellbeing initiatives. Our focus is on inclusion, respect, and giving people with disability a strong voice in shaping their own lives.

We’re looking for compassionate and motivated individuals who share our values of Connection, Achievement, Respect and Excellence to join our team. By working with us, you’ll be part of a community that’s passionate about innovation, personalised support, and making a lasting impact every day.

Employment Details

- Position: Member Engagement Coordinator
- Employment Type: Permanent Full Time
- Hours: 38 hours per week
- Salary: $80,000–$82,320 per annum, plus superannuation
- Classification: SACS Level 3.1/3.2
- Award: Social, Community, Home Care and Disability Services Industry Award (SCHADS Award)
- Department: Hidden Disabilities – HD Sunflower
- Location: Hybrid – Bayley House / Working from Home
- Reports to: Sunflower Member Engagement Manager
- NFP Salary Packaging: Access up to $15,900 per year for everyday living expenses, plus up to $2,650 for meal entertainment.

About the Opportunity

Bayley House is seeking a motivated and relationship-focused Member Engagement Coordinator to join our Hidden Disabilities Sunflower team.

Bayley House holds the rights to distribute and promote the internationally recognised Hidden Disabilities Sunflower program across Australia and New Zealand.

The Sunflower program provides a simple way for people with non-visible disabilities to voluntarily indicate that they may need additional support, understanding or time.

As our Member Engagement Coordinator, you will play an important role in supporting organisations participating in the program, strengthening member relationships and ensuring members receive the guidance, resources and ongoing support they need.

This is an opportunity to combine your account management, customer engagement and relationship-building skills with meaningful work that contributes to greater disability awareness and inclusion.

About the Role

Reporting to the Sunflower Member Engagement Manager, you will be responsible for managing relationships with existing members and supporting the successful implementation and ongoing engagement of the Hidden Disabilities Sunflower program.

You will work closely with members across Australia and New Zealand, ensuring they receive responsive and professional support throughout their membership journey.





From onboarding and renewals through to account management, order coordination and ongoing relationship building, you'll help create a positive member experience while contributing to the continued growth and sustainability of the program.

Key Responsibilities

- Member Engagement: Build and maintain strong relationships with existing members, responding to enquiries and providing professional and timely support.
- Account Management: Proactively engage with members to understand their needs, monitor program implementation and identify opportunities to strengthen engagement.
- Membership Renewals: Manage renewal activities, identify accounts at risk of lapsing and support member retention.
- Onboarding & Implementation: Coordinate onboarding for new member administrators and provide guidance on Sunflower resources, training and ordering systems.
- Sales Administration: Process membership orders, quotations, renewals, upgrades and account changes accurately and efficiently.
- CRM & Reporting: Maintain accurate member information within Zoho CRM and Magento and contribute to regular reporting on membership activity, renewals and engagement trends.
- Order Coordination: Liaise with the Packing and Fulfilment team to ensure member orders are processed accurately and within agreed timeframes.
- Continuous Improvement: Identify opportunities to improve processes, enhance member satisfaction and contribute to the overall member experience.
- Collaboration: Work closely with the Member Engagement, Business Development, Marketing and Fulfilment teams to ensure a consistent and professional service.

About You

You are a confident communicator and relationship builder who enjoys working with people and delivering an exceptional customer experience.

You understand the importance of maintaining strong customer relationships, managing accounts proactively and ensuring members feel supported throughout their journey.

You'll bring a combination of customer service, account management and administrative skills, along with the ability to manage competing priorities and work collaboratively within a team.

You Will Ideally Have

- Demonstrated experience in account management, sales, customer engagement or membership services.
- Experience managing customer accounts, renewals or retention activities.
- Strong relationship-building and stakeholder engagement skills.
- Excellent written and verbal communication skills.
- Confidence handling customer enquiries, resolving issues and managing challenging conversations professionally.
- Experience using CRM systems, e-commerce platforms and Microsoft Office applications.
- Strong organisational and administrative skills,



including attention to detail and accurate record keeping.
- The ability to identify opportunities to improve customer engagement and support organisational growth.
- Strong problem-solving skills and sound judgement.
- The ability to work independently and collaboratively within a team.
- An understanding of disability awareness and inclusion, or a genuine willingness to develop this knowledge.

Experience within the not-for-profit sector or working with disability inclusion initiatives would be highly regarded.

Prior to Commencing, All Employees Will Require

- Current NDIS Worker Screening Check.
- Completion of the NDIS Worker Orientation Module.
- Current Driver's Licence.
- Applicants must have full and unrestricted working rights in Australia for the duration of their employment with Bayley House. Applicants are required to provide evidence of their working rights as part of the recruitment process.

Why Join Bayley House?

At Bayley House, you'll have the opportunity to contribute to an internationally recognised initiative that promotes greater understanding, awareness and inclusion of people with non-visible disabilities.

We offer:

- Competitive remuneration: $80,000–$82,320 per annum, plus superannuation.
- NFP Salary Packaging: Access up to $15,900 per year for everyday living expenses, plus up to $2,650 for meal entertainment.
- Hybrid Working Arrangements: Enjoy flexibility through a combination of working from Bayley House and home.
- Professional Development: Opportunities for ongoing learning and career development.
- Supportive Team Environment: Work alongside a team-oriented and passionate team.
- Employee Assistance Program (EAP): Access confidential wellbeing support.
- Employee Benefits: Access to health and wellbeing initiatives, retail and fitness discounts.
- Meaningful Work: Contribute to the growth of the Hidden Disabilities Sunflower program across Australia and New Zealand.

Interested?

If you're passionate about building strong customer relationships and would like to contribute to a program making a positive difference in disability inclusion, we'd love to hear from you.

Click Apply to submit your application through the Bayley House Careers Portal.

Please include:

- A current Resume.
- A Cover Letter outlining your relevant experience and interest in the position.

Our Commitment to Inclusion

Bayley House is an equal opportunity employer committed to creating a safe, respectful and inclusive workplace.

We encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse communities, LGBTQIA+ individuals and people with disability.

Bayley House is committed to protecting vulnerable adults. All employees are required to comply with our Code of Conduct and relevant safeguarding and pre-employment requirements.

We encourage applications from individuals who demonstrate our values of Connection, Achievement, Respect and Excellence and who share our commitment to disability awareness, inclusion and respect.

📌 Hidden Disabilities | Member Engagement Coordinator - Permanent Full Time (Highett)
🏢 Bayley House
📍 Highett