Make a real impact every day.
Wellbeing is at the core of everything we do. As a values-driven, community-focused organisation, we support older Australians to live independently, stay connected, and achieve the goals that matter most to them. Our purpose is straightforward: empower people to live the life they choose through compassionate, person-centred support.
We are building a unified, collaborative environment where teams work together, innovate, and grow. If you’re passionate about making a meaningful difference in the lives of older people, this role offers the opportunity to create that impact every day.
About the Role
As the Customer Experience Coordinator (Aged Care), you will provide person-centred support that enhances independence, wellbeing, and community participation for older customers.
Working closely with customers, families, and support networks, you will develop tailored support plans and coordinate high-quality services. You’ll also partner with the Care Partner (Aged Care) and guide support workers to ensure responsive, safe, and effective service delivery.
This role is part of the Service Delivery team and is covered under the SCHADS Level 3 Award.
What You’ll Be DoingService Delivery & Customer Support
- Develop, implement, and review person-centred support plans.
- Assist customers with daily living, community activities, transport, medication, personal care, and social engagement.
- Manage complex customer needs and support problem-solving in partnership with networks and specialists.
- Coordinate daily support activities and contribute to group program delivery.
- Maintain accurate records, ensuring alignment with Aged Care Standards and Disability Service Standards.
- Build professional, culturally sensitive relationships with customers and stakeholders.
Teamwork & Leadership
- Support the Care Partner (Aged Care) with planning, coaching, mentoring, and onboarding support workers.
- Promote safe work practices and uphold organisational values.
- Participate actively in team meetings, 1:1s, and staff discussions.
- Share information respectfully and collaborate effectively with internal teams.
Operational Excellence
- Record customer updates promptly to support accurate and timely funding claims.
- Use resources efficiently and in line with organisational policies.
- Assist with rostering coordination as required.
- Identify and support continuous quality improvement activities.
What You Bring
- Certificate III or IV in Aged Care, Community Services, Disability, or a related field
(or equivalent experience).
- Understanding of Support at Home and upcoming aged care reforms.
- Strong computer literacy in Microsoft Office and CRM/reporting systems.
- Supervisory or mentoring experience with staff or volunteers.
- Knowledge of person-centred support and human services compliance requirements.
- Excellent communication, problem-solving, and organisational skills.
- Ability to work independently and manage competing priorities.
- Physical capacity to undertake customer support tasks, including lifting up to 10kg.
Probity & Licensing Requirements
- National Criminal History Check (updated every 2 years)
- NDIS Worker Check
- Working with Children Check
- Current NSW Driver Licence (able to drive large cars/vans)
- Australian working rights
What’s Challenging (and Rewarding)
- Balancing competing priorities across customers and internal teams.
- Navigating complex customer issues requiring thoughtful, person-centred solutions.
- Managing expectations across multiple stakeholders with different timelines and needs.
This role is perfect for someone who thrives on meaningful work, problem-solving, and supporting others to live well.
Success Looks Like
- Tasks completed efficiently with no handballing.
- 90%+ satisfaction from customers, internal teams, and external partners.
- 100% compliance with policies, legislation, and risk protocols.
- Reduction in escalations through proactive communication and collaboration.
Ready to Make a Difference?
We’d love to hear from you.
Click Apply to join a team where your work truly matters.
Job Type: Full-time
Pay: $28.00 – $33.00 per hour
Expected hours: 30 – 40 per week
Work Location: In person