Customer Success Coordinator | Spic N Span
At Spic N Span, we’re redefining what it means to work in human services. We’re smart but never corporate, friendly but never flippant, professional but never dry.
We’re seeking a Customer Success Coordinator to become the welcoming voice of Spic N Span — answering incoming calls, assisting with service enquiries, managing day-to-day queries, resolve issues with service, onboard new clients, build and maintain strong relationships with customers across our Spic N Span network. The Customer Success Coordinator serves as a vital link between the company and its clients, ensuring a positive experience for all parties involved.
If you’re someone who thrives on helping others, communicates with warmth and clarity, and enjoys a fast-paced, people-centered role, we’d love to hear from you.
Salary: $30-$34 per hour depending on experience
Location: Burleigh Heads
Work Type: Casual, approx. 20-25 hours per week
Shift: Monday, Tuesday, Thursday & Friday | 11am – 4pm
Position Purpose
The Client Experience Officer is responsible for delivering outstanding service to clients, participants, and stakeholders by acting as the first point of contact for all incoming calls and general enquiries.
This role supports the coordination of services by managing simple rostering adjustments across multiple Spic N Span entities, ensuring smooth communication, accurate record-keeping, and a seamless client experience — all while upholding Spic N Span’s commitment to quality, inclusion, and care.
Key Responsibilities
Client Experience & Communication
- Answer all incoming calls and emails in a professional and timely manner.
- Provide accurate information regarding services, scheduling, and support processes.
- Escalate complex or urgent matters to the appropriate teams as required.
- Build rapport with clients, participants, and their support networks while maintaining confidentiality and professionalism.
- Build and maintain strong relationships with customers, regularly checking in to assess satisfaction and address any issues.
- Excellent communication and problem-solving skills, patience, organization, and attention to detail.
- Identifies opportunities for upselling and cross-selling to increase revenue and customer value.
- Maintain accurate client and scheduling records across Spic N Span systems.
- Assist with preparation of documentation, data entry, and reporting.
- Support communication between departments to ensure service efficiency.
- Identify and suggest process improvements to enhance customer and staff experience.
- Work collaboratively with other departments.
- Contribute to a positive and supportive team culture, even when working remotely.
- Attend virtual meetings, training sessions, and participate in continuous improvement initiatives.
Selection Criteria
Essential
- Previous experience in a customer service, administration, sales or scheduling role.
- Exceptional communication and interpersonal skills, particularly over the phone.
- Ability to manage multiple tasks and competing priorities.
- Strong attention to detail and organisational skills.
- Proficiency in Microsoft Office and rostering or CRM systems.
- Ability to maintain discretion, confidentiality, and professionalism.
- Understanding of, or willingness to learn about, the NDIS and disability sector.
- Willingness and flexibility to help as required.
Desirable
- Experience in NDIS, healthcare, or community services settings.
- Knowledge of rostering or client management platforms (e.g., ShiftCare, Lumary, or similar).
- Experience working in a multi-entity environment.
Why Join Spic N Span?
- Hybrid working arrangements and flexible hours that support work–life balance following initial training.
- Purpose-driven organization making a genuine impact.
- Supportive and inclusive team culture.
- Ongoing development opportunities, benefit programs and access to Employee Assistance Program (EAP).
- Novated leasing salary packaging.
Ready to be the voice and heart of Spic N Span?
Apply now with your resume and a short cover letter outlining why you’re the perfect fit.
