Engagement Support Officer
Full‑Time
$35.67 per hour
Location: Flexible across Castle sites
Join Our Passionate Team at Castle
At Castle, we've been making a difference since 1991, helping individuals with diverse abilities lead meaningful lives in the vibrant communities of Newcastle, Hunter, Port Stephens and the Central Coast. We're not just a company; we're a dedicated team committed to opening a world of possibilities through diversity, inclusion, and the value of employment.
Your Opportunity Awaits
As an Engagement Support Officer, you'll play a vital role in ensuring exceptional customer service and supporting the Marketing & Engagement team. You'll be the connection point for participants, families, community groups, and internal colleagues promoting Castle's services, enhancing referral pathways, and helping us build meaningful relationships across the community.
In this role, you will:
* Provide quality customer service and support enquiries, using person‑centered practices.
* Gather relevant participant information to ensure effective referral to Castle services or external partners.
* Support service evaluations, feedback collection, and reporting.
* Assist in promoting Castle's brand at community events, expos, and stakeholder engagements.
* Build and maintain positive working relationships with community organisations and internal teams.
* Assist in collecting and analysing market trends to support marketing initiatives.
* Use CRM systems and communication tools to complete reporting and administrative tasks.
What You'll Need to Succeed
If you do not meet every requirement, we still encourage your application. We value passion, potential, and lived experience:
* Customer service experience or a genuine passion for helping people without judgement.
* The ability to build rapport with colleagues and be an enthusiastic team player.
* A willingness and confidence to act as a Castle brand ambassador, representing our values in the community.
* Strong problem‑solving skills, someone who can identify a challenge and develop a practical solution.
* The ability to work independently, use initiative, and happily "roll up your sleeves," whether answering phones or setting up an expo stand.
* Experience with, or a desire to learn, CRM systems, social media tools, and other engagement technology.
Qualifications & Requirements
* Equivalent to a Certificate III or at least 2 years' relevant experience.
* Knowledge of Inclusive Employment Australia/NDIS services or willingness to learn.
* Demonstrated ability to support participants through person-centered approaches.
* Effective communication skills, especially listening and adapting style to suit participants' needs.
* A positive, resilient, and solution-focused approach.
* Current driver's license or access to reliable transport.
* Willingness to obtain an NDIS Worker Check and Working With Children Check.
* Alignment with Castle's Vision, Purpose and Values.
Why You'll Love Working With Us
* Inclusive, supportive workplace culture
* Opportunities to develop skills across marketing, engagement and community development
* Salary packaging benefits to boost your take‑home pay
* Work that makes a real difference in the lives of people with disability
Ready to Make a Difference? Apply Now
Apply with your CV and a cover letter outlining your experience and interest in this opportunity.
For more information, please contact HR at
Castle promotes a workplace that actively seeks to include, welcome, and value the unique contributions of all people. We strongly encourage applications from people with disability, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds.
Castle also promotes accessibility throughout all hiring campaigns. Please let us know if you require assistance.
Castle's services operate from the lands of the Darkinjung, Awabakal, Worimi and Wonnarua peoples. We acknowledge the Traditional Custodians of the lands where we work and live, and we pay our respects to Elders past, present and emerging.
Company Overview
For over 30 years, Castle has helped people with disabilities, mental health conditions, chronic illnesses and injuries find work and live meaningful lives the Newcastle, Hunter, and Central Coast regions. Castle's group of highly passionate people, provide support to individuals to empower and facilitate them to be financially and socially independent through a range of community referral partners, capacity building, social interactions, training, education and employment. Castle provides guidance and supports to employers to have inclusive workplaces through recruitment, on the job training and support and workplace education. We believe in the power of diversity, the responsibility of inclusion and the value of employment.