Job Description
Customer Care & Intake Specialist
Pay: $90,000 per annum + super
Location: Mount Gravatt, QLD
Employment Type: Full-time
Tradewind Australia is partnering with a growing disability services provider to recruit an experienced and people-focused Customer Care & Intake Specialist. This full-time opportunity sits within a national customer care team and plays a vital role in supporting NDIS participants to navigate their plans, achieve their goals, and feel genuinely heard and supported.
About the Role
As the Customer Care & Intake Specialist, you will be the first point of contact for new and existing participants, guiding them through intake, assessment and ongoing plan review processes. This is a relationship-driven role where strong communication, empathy and NDIS knowledge are essential.
You'll support participants to understand their plans, break down goals into practical steps, connect with appropriate services, and monitor outcomes over time. You'll also contribute to strengthening community connections and identifying opportunities to enhance service reach and engagement.
Benefits:
- $90,000 per annum + super
- Professional development budget
- Ongoing training and recognised qualification opportunities
- Career progression within a growing organisation
- Supportive, values-driven and family-like team culture
- Direct access to senior leadership and ongoing management support
Key Responsibilities - Manage intake and assessment processes for new participants
- Support participants to understand their NDIS plans, goals and funding
- Assist with plan breakdowns, reviews and end-of-plan processes
- Monitor goal progress and maintain accurate, up-to-date case notes
- Ensure client risk profiles and documentation remain compliant and current
- Build strong, professional relationships with participants, families and support staff
- Seek regular participant feedback to ensure service quality and satisfaction
- Identify community engagement opportunities that support participant inclusion and organisational growth
What You'll Bring
Essential - Certificate IV (or higher) in Disability, Aged Care, Mental Health or related field
- 1-2 years' experience in NDIS plan management, intake or similar coordination role
- Strong working knowledge of the NDIS framework
- Understanding of the rights of people with intellectual and/or multiple disabilities
- Demonstrated ability to deliver person-centred, strengths-based support
- Excellent communication, documentation and relationship-building skills
- Current Working with Children Check, NDIS Worker Screening Check and relevant compliance checks
Desirable - Experience in intake and assessment within disability services
- Confidence engaging with multiple stakeholders including families and allied health providers
- Experience supporting participants through plan reviews and service navigation
About Tradewind Australia
Tradewind Australia is a multi-award-winning recruitment agency, recognised nationally for delivering exceptional candidate experience across the education, social and community services sectors.
We partner with leading organisations across Australia to connect skilled professionals with roles that align with their values, strengths and long-term career goals.
What sets Tradewind apart: - Winner of multiple Candidate Experience Awards
- Specialist consultants with deep sector expertise
- Tailored support throughout the entire recruitment process
- Insight into organisational culture, leadership and role expectations
- Transparent communication and ongoing post-placement care
We focus on supporting people, not just filling jobs.
Apply Now
If you're an experienced NDIS professional who thrives on helping people understand their plans, reach their goals and feel confident in their supports, we would love to hear from you. Please apply today with your CV and a short cover letter or contact Melissa.Jacquier@twrecruitment.com.au or on 1800 572 358 for more information.
Commitment to Child Safety, Inclusion and to be an equal opportunities employer
Tradewind Australia is committed to the safety, wellbeing and inclusion of all children and vulnerable people. We strongly encourage applications from individuals of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, and those from culturally and linguistically diverse communities. All successful applicants will undergo reference checks, identity verification and Working with Children Check and further compliance requests pending the organisation's requirements.
