NDIS Scheduling & Customer Support Officer

Job description

**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.