The Hart Centre is growing and we are hiring a remote Client Support Assistant.

You will be the first warm voice that our clients hear, engaging with them bringing compassion and empathy, guiding them through their enquiry process and securing their appointments by placing them into the diaries of more than 200 therapists.

This critical role will support our clients to secure a sound therapeutic fit with their therapist and help them commence their journey to deliver great outcomes in therapy.

With that in mind, it is imperative that the successful applicant is honest, reliable and communicative with the ability to maintain a high level of confidentiality and attention to detail.

Employment details

Casual position working 3-4 days per week approx 20 - 30hrs (with opportunity to increase), required days of Monday and Tuesday, with additional days occurring Wednesday-Friday between 8am-6pm AEST DLS time (VIC, NSW time)

This is a fully remote role, working from home

You will be supplied with a laptop, charger, keyboard and screen/s (these remain property of The Hart Centre) to ensure security

You will need to ensure you are suitably equipped to work in a remote environment with appropriate WIFI, desk and chair in a quiet, private space to ensure confidentiality

Some flexibility to cover leave and peak periods will be required (please note: January is our busiest time, so leave is limited during this period)

What the position involves

Answer client calls and enquiries with warmth, kindness and calm

Action timely correspondence (via phone/email/text) with compassion and clarity to guide clients from enquiry through to appointment conversion

Process appointment bookings and amendments accurately across multiple diaries

Navigate challenging or emotional interactions with empathy, resilience and strong professional boundaries

Problem solve situationally to deliver an outcome for clients and therapists

Prioritise tasks, manage your workload and follow through reliably

Maintain strict confidentiality and accurate records at all times

Maintain our client management system with outstanding attention to detail

Be an integral part of our values based team culture bringing passion and energy, a helpful and positive attitude, flexibility and understanding.

Requirements

A naturally warm, professional phone manner and a genuine wish to help people

Resilience, empathy, compassion, sound judgement and the ability to stay steady under pressure

Reliability, honesty and excellent communication with your team and with clients/therapists

Strong attention to detail and accuracy in fast moving situations

Confident computer skills, a proactive approach and the ability to learn new systems and processes

Organised, efficient work habits and a positive, solutions-focused attitude

Commitment to privacy and confidentiality

Consistent availability across your rostered work days

Willingness to adjust hours occasionally to help cover leave or peak periods

Experience we value

3+ years in virtual administration, medical administration or reception

Excellent time management, multi tasking and prioritisation

Attention to detail and problem solving skills

Clear written and verbal communication and outstanding customer service

Proven integrity and discretion in handling sensitive information

Bonus points for sales or business development experience

Advantageous but not essential: experience in mental health or allied health administration

Benefits

Paid, comprehensive induction and ongoing coaching

Team bonuses

Supportive, values driven team with regular development

Yearly team getaway

Fully remote WFH opportunities

Applying

Please apply through our career website with your resume and a separate cover letter.

As we're working with clients and therapists with sensitive information, attention to detail is critical. Therefore, we can only review applicants on our career site: https://opportunities.thehartcentre.com.au/jobs/Careers/

Only applications received through our website will be shortlisted, applications through seek cannot be considered.

Important Note:

This role is deeply rewarding but can also involve sensitive topics, so emotional maturity is essential.

No two days are the same, and attention to detail matters - when clients trust us with personal matters, we take that trust seriously and handle every interaction with care, professionalism, and precision.

Getting the details right matters, because our clients rely on us to support them without adding stress or errors along the way.

An Important Note to You - Personally:

We understand that things are challenging right now, and that work-from-home roles are in high demand. In previous rounds, we’ve received thousands of applications for similar roles.

If you feel you’re a great fit, we’d love for you to apply.

But - please know that if you don’t progress this time, it’s not personal. The sheer volume of applicants means that many capable, talented people won’t be selected, and that’s no reflection on your skills or potential.

You matter, your mental health matters, and the application process can feel very personal - if your ideal role isn't with us this time, we're sure you'll find it somewhere else soon.