Veteran Services Coordinator (Reception & Client Communications)
Townsville, QLD
4-Day Work Week (Tuesday to Friday, 36 hours per week)
$65,000 + Super
About Us
AVAC Services is a veteran-focused advocacy organisation supporting Australian Defence Force members and veterans through the Department of Veterans’ Affairs (DVA) claims process.
Our mission is simple: overcome barriers to veteran wellbeing.
We work with clients navigating complex physical and psychological conditions. As a result, our communication must be structured, professional, and genuinely supportive at all times.
Why This Role Matters
This is not a standard reception role.
As a Veteran Services Coordinator, you will be the central point of communication for our clients. When a veteran calls, emails, or walks through the door—you are their experience.
You will ensure every client feels supported, informed, and confident in what is happening with their matter.
Internally, you will play a key role in keeping the business organised by managing communication flow, allocating tasks, and ensuring nothing is missed.
This role suits someone who takes ownership, communicates clearly, and thrives in a structured environment.
What You’ll Be DoingClient & Front Desk Management
* Act as the first point of contact for all incoming calls and walk-in enquiries
* Provide a professional, calm, and empathetic client experience
* Book and coordinate appointments in line with internal processes
* Triage enquiries and direct them appropriately
Inbox & Communication Management
* Manage shared inboxes (enquiries, advocacy, general)
* Ensure all emails are acknowledged and actioned promptly
* Allocate emails and create tasks for the appropriate team members
* Maintain a “zero inbox” standard
Client Updates & Support
* Liaise with case managers to obtain accurate updates
* Communicate clearly and professionally with clients
* Ensure clients are proactively updated without needing to follow up
* Escalate sensitive or complex matters appropriately
Case Notes & Administration
* Maintain accurate and up-to-date case notes
* Ensure all client interactions are documented clearly
* Create and assign tasks within the CRM system
Document & File Management
* Save and organise documents within SharePoint
* Maintain structured and accessible client files
What We’re Looking For
We are looking for someone who:
* Takes ownership of client communication and follow-ups
* Is highly organised and detail-oriented
* Communicates clearly, calmly, and professionally
* Can manage multiple priorities without becoming overwhelmed
* Has strong emotional intelligence and can handle sensitive conversations
* Follows systems and processes with consistency
Experience in administration, reception, or client services is preferred. Experience working with veterans or in a health or legal environment is highly regarded but not essential.
What You’ll Get
* A 4-day work week (36 hours)
* A structured and supportive team environment
* Clear systems and processes to set you up for success
* A meaningful role supporting Australian veterans
* Opportunity to grow within a growing organisation
Important to Know
* This role requires consistency, reliability, and accountability
* You will be trusted with sensitive client information
* Attention to detail and communication quality are critical
How to Apply
To apply, please submit your resume via Indeed.
As part of your application, you must also send a brief email to outlining:
* What you would bring to the AVAC Services team
* How you would support veterans through this role
* Why this position suits you
Applications without this email will not be considered.
Job Type: Part-time
Pay: From $65,000.00 per year
Expected hours: 36 per week
Work Location: In person