Centralised Client Care Assistant
At CoAct, we believe in creating inclusive pathways to
employment. Through our Inclusive Employment Australia (IEA) contracts, we
support individuals to achieve meaningful work opportunities by providing
client-centred services tailored to their needs.
As a Centralised Client Care Assistant (CCA), you’ll be the
very first connection clients have with us. You’ll set the tone for their
journey, making them feel welcomed, informed, and supported as they navigate
employment pathways. This role is fast paced and critical in ensuring every
client receives the right support, at the right time.
Exploring the Role
As a Client Care Assistant, you will:
- Work with large caseloads to welcome and onboard new clients, ensuring a smooth start to their employment journey.
- Support our partners with caseload management by phone for their flexible and suspended services, helping clients transition into Intensive Services as they build capacity.
- Provide fast-paced and responsive support through our CAMPUS digital platform, including managing live chat, assisting with logins, and delivering one-one-one guidance.
- Handle client enquiries via phone, email, and digital channels with empathy, accuracy, and professionalism working within strict service level agreements.
- Maintain compliance by managing records, appointment scheduling, and consent requirements.
- Support clients with eligibility checks, intake forms, and pathway progression activities.
- Your contribution ensures that clients not only start their journey confidently but also remain engaged and empowered along the way.
Skills and Experience
We are seeking someone who thrives in a fast-paced, continuously changing, people-first environment and brings a balance of empathy, organisation, and problem-solving skills. Specifically, you will have:
- Strong organisation and attention to detail,
with the ability to manage multiple tasks and priorities. You’ll be able to
multi-task across several tasks each day, quickly switching from one to another
where required.
- Excellent communication skills and able to build rapport across diverse groups with professionalism and care. You’ll never get tired of being on the phone – previous call centre experience is highly desirable.
- A natural sense of empathy and a solutions-focused mindset, tailoring your support to meet individual client needs, and being patient with clients who need more assistance to connect.
- Confidence with digital systems and the ability to support clients with varying levels of digital literacy – you’ll be a great trainer and mentor, able to step people through complexity of systems like a digital cheerleader.
- A collaborative, values-driven approach, aligned with CoAct’s commitment to inclusivity and client-centred care. You must value diversity, understand the role equity plays in creating sustainable, inclusive futures for people with a disability.
- Previous experience in administration, call centre or fast-paced customer service, or client support (experience in employment services or related sectors is highly regarded).
- Strong cultural competence and adaptability to work effectively with people from different backgrounds.
- A positive, motivated attitude and commitment to helping clients achieve their goals.
Location: This is a work-from-home (WFH) position which requires self-discipline, focus and motivation to meet daily KPIs. This is not a flexible working environment, standard business hours are required to support our clients and sites, though we do provide plenty of benefits that help to maintain work life balance. The successful candidate must maintain an appropriate and safe workstation at home.
What Can We Offer?
We’re more than just a workplace, we’re a purpose-driven
community.
- Full-time fixed term role until October 2026 with the possibility of an extension in a nationally respected not-for-profit
- Remote work arrangements
- Salary packaging up to $15,900 per annum (tax-saving benefit)
- Access to corporate health insurance
discounts
CoAct is a non-profit organisation dedicated to empowering everyday Australians through essential employment services and community activation programs. Our team shares a passion for making a positive impact and giving back to society. We are proud to have been awarded Employer of Choice in The Australian Business Awards (2019, 2021 and 2024) and recognised as an Inclusive Employer for 2024/2025 and 2025/2026 by the Diversity Council Australia.
Ready to Apply?
Thank you for your interest in this opportunity with CoAct. Keep in mind when applying: it’s not just about what you know, but the unique value you can bring to CoAct and our team! To apply, we kindly request that you submit your resume and cover letter via the “Apply Now” button.
At CoAct, diversity and inclusion are at our core. We welcome applicants of all backgrounds, including race, religion, gender identity, sexual orientation, disability, and age. If you are interested, we want to hear from you. We are proud to be a disability-friendly company!
If you have any questions about the position or the application process, please contact our Recruitment Specialist, Deanna, at recruitment@coact.org.au.
If you require any adjustments during the recruitment process (including receiving information in a different format), please contact our recruitment team on 02 8281 2431. Please note: this number is for voice messages related to adjustment requests only. We’re unable to return calls that are not related to adjustments. For all other enquiries, please contact us via email.
All applicants may undergo a criminal history verification, along with other required checks, including but not limited to the NDIS screening clearance and Working with Children Check, during or immediately after the recruitment process is concluded.
