Come and join Australia's most innovative and dynamic home health organisation!

About us
Hi there! We're Five Good Friends, and we're an approved aged care and registered NDIS service provider. We help our clients (we call them Members) live vibrantly in their own homes by wrapping a care team around them and their families. Our software coordinates in the background so our teams can do their best work.

Good people using friendly software is how we do care differently and why we're invited back into the homes of our Members - over 28,000 times a month. More and more people are choosing Five Good Friends, and we want to help them. Our carers (we call the Helpers) play a key role in creating the magic for our members. Five Good Friends strives to form high-quality, long-lasting connections between Members and their Helpers.

About the Role
As a Customer Service Coordinator, you'll be an integral part of our Customer Service Team, providing exceptional support to our members and helpers. This is a dynamic role with a mix of inbound and outbound communication, primarily via phone, along with email and chat.

The core responsibilities of the role include:

Deliver top-tier customer service to members and helpers through phone, email, and chat.

Utilise your knowledge of Home Care Package and NDIS programs to support individual member needs.

Collaborate with internal teams to address inquiries, resolve issues, and manage complaints.

Proactively reach out to members and helpers to drive engagement, retention, and satisfaction (high NPS).

Advocate for the use of our proprietary software, coaching members and helpers to maximize its potential.

Play a key role in the customer lifecycle, contributing to a positive and impactful experience for all.

Do you have what it takes?
You are passionate about improving the quality of life for others, particularly in the context of in-home care. You have the empathy, patience, and problem-solving skills needed to support families navigating the challenges of caring for loved ones.

Interest in healthcare and human services, with experience in Home Care or NDIS preferred.

Prior customer service experience (especially in contact centers) is highly desirable.

Excellent multitasker with strong attention to detail, accuracy, and timeliness.

Strong communicator—both written and verbal—and a team player.

Comfortable with a flexible work arrangement, including the ability to work from home and attend the South Brisbane office at least once a week.

Values that naturally align with Five Good Friends’ values and mission.

Commitment to diversity and inclusion.

Unlimited working rights in Australia.

A successful National police check, or willingness to apply.

What's in it for you?

The way we work and the perks we offer are designed to help you live a fulfilling life. The work we do is meaningful, and the problems we solve are interesting.

A competitive salary package that will recognise your skills and experience.

Flexible work options – flexibility to work from home a few days per week can be provided.

Annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work.

On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave.

Access to our employee assistance programme, where you can receive free confidential and professional counselling.

Parental leave benefits –All caregivers who are eligible for the government’s paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave.

One free Five Good Friends membership plan, which covers the Care Management fees. This can be used for a loved one who is supported by Five Good Friends. This could be worth more than $7000/yr.

Working for a company that has an employee engagement score that is 17% higher than the industry average, and 7% higher than the top 25% industry average (we are actually a great place to work).

And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid.

Find out more about Five Good Friends here:
https://www.fivegoodfriends.com.au/corporate/about-us

How to Apply

If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity. Please include your CV and a cover letter in your application, telling us a bit about yourself and your suitability for this role within our organisation.

Please, no external agencies or recruiters.