[Hiring] Customer Service Coordinator @FiveGoodFriends Pty

Role Description

As a Customer Service Coordinator, you’ll be a key part of our Customer Service Team, supporting both our Members and Helpers (our incredible carers). You’ll be the friendly voice on the phone, the helpful reply in an email, and the calm problem-solver when things get tricky.

This is a dynamic, people-focused role where no two days are the same. You’ll be working across inbound and outbound communication—mostly phone, but also email and chat—helping people feel heard, supported, and empowered.

• Delivering exceptional service to Members and Helpers via phone, email, and chat.
• Using your knowledge of Support at Home packages and NDIS to support individual needs.
• Collaborating with internal teams to resolve issues and manage feedback with care.
• Proactively reaching out to drive engagement, retention and satisfaction (high NPS).
• Coaching Members and Helpers to get the most out of our software.
• Playing a key role in shaping a positive, impactful customer experience.

Qualifications

• A passion for helping others—especially those navigating aged care or disability support.
• Experience in customer service (contact centre experience is a bonus).
• Strong communication skills—empathetic, clear, and confident.
• Great attention to detail and the ability to juggle multiple priorities.
• Comfort with digital tools and a willingness to learn new systems.
• A collaborative spirit and values that align with Five Good Friends values and mission.
• Working remotely from home.
• Commitment to diversity and inclusion.
• Unlimited working rights in Australia and a successful (or willing to obtain) National Police Check.

Benefits

• Great pay that matches your skills and experience.
• Flexible working – based at our South Brisbane HQ, with the option to work from home a few days a week.
• $500 yearly wellness allowance to spend on anything that helps you feel good outside of work.
• Extra time off – after 2 years, you’ll earn an extra day of annual leave each year. You can also buy more leave if you’d like.
• Free, confidential counselling through Sonder.
• Parental leave support – we top up wages for eligible caregivers, and primary caregivers get extra super during their first year of unpaid leave.
• One discounted Five Good Friends membership plan for a loved one — fully care managed at self-managed prices.
• We’re a genuinely great place to work – our employee engagement scores are 17% above the industry average.
• Okinawa trip – after 5 years with us, we’ll send you to Japan to visit the community that inspired Five Good Friends. Flights, hotel, and transfers are all covered.

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.