NDIS Scheduling & Customer Support Officer

About the Company: Our client provides community-based support services under the NDIS, with a strong focus on reliable coordination, responsive communication, and high-quality service delivery. Job Overview: We are seeking an NDIS Scheduling & Customer Support Coordinator to manage scheduling requests, CRM job creation, and client communications. This role is well-suited for someone who is highly organised, detail-oriented, and empathetic, with the ability to manage multiple tasks in a fast-paced environment. The primary responsibilities are job booking and accurate data entry, including coordinating schedules for both drivers and care workers and communicating booking details to clients, primarily via SMS.

Key Responsibilities

• Ticket creation and scheduling
• Receive AI-generated emails and text confirmations, create jobs in the CRM, and allocate them to workers.
• Post jobs on the internal job board and assign based on availability and shift load.
• Handle reschedules, cancellations, and urgent two-hour service requests.
• Client communication (non-voice initially)
• Send confirmation emails and text messages.
• Send referral forms and service agreements.
• Monitor CRM for signatures and follow up where needed.
• Future voice escalation
• Act as the first human escalation point for calls (AI) cannot resolve after hours and on weekends.
• Manage simple customer service chats or calls such as “I can’t find my support worker” or cancellations.
• Contractor onboarding admin
• Review and validate contractor documents. Cross-check 10+ verification items for each new contractor.
• Maintain accuracy and compliance within the CRM.
• Backup administrative tasks
• General admin tasks when ticket volume is low.
• Participate in weekly team meetings and internal training.

Desired Qualities

• Highly empathetic and patient.
• Strong listening skills.
• Calm, warm, and flexible in communication.
• Team-oriented and willing to be part of the client’s internal culture (meetings, collaboration, updates).
• Reliable home-office environment with strong primary and backup internet.
• Attention to detail and takes pride in accuracy.
• Comfortable working autonomously and switching between task types.

Required Skills

• Strong admin and scheduling experience.
• Fast, accurate data entry and CRM navigation.
• Excellent written English for email and text communication.
• Good spoken English for future phone escalation work.
• Ability to follow detailed processes, check documents, and maintain accuracy.
• Comfortable working with new systems and workflows.