Centralised Client Care Assistant – Remote

Make an Impact at the Heart of Purpose-Driven Leadership

Fixed Term | Remote | Empower Lives Behind the Scenes

About Us

At CoAct, we believe in creating inclusive pathways to employment. Through our Inclusive Employment Australia (IEA) contracts, we support individuals to achieve meaningful work opportunities by providing client-centred services tailored to their needs.

As a Centralised Client Care Assistant (CCA), you’ll be the very first connection clients have with us. You’ll set the tone for their journey, making them feel welcomed, informed, and supported as they navigate employment pathways. This role is fast paced and critical in ensuring every client receives the right support, at the right time.

What you’ll be doing

As a Client Care Assistant, you will:

• Work with large caseloads to welcome and onboard new clients, ensuring a smooth start to their employment journey.

• Support our partners with caseload management by phone for their flexible and suspended services, helping clients transition into Intensive Services as they build capacity.

• Provide fast-paced and responsive support through our CAMPUS digital platform, including managing live chat, assisting with logins, and delivering one-on-one guidance.

• Handle client enquiries via phone, email, and digital channels with empathy, accuracy, and professionalism working within strict service level agreements.

• Maintain compliance by managing records, appointment scheduling, and consent requirements.

• Support clients with eligibility checks, intake forms, and pathway progression activities.

• Your contribution ensures that clients not only start their journey confidently but also remain engaged and empowered along the way.

What you’ll bring

• We are seeking someone who thrives in a fast-paced, continuously changing, people-first environment and brings a balance of empathy, organisation, and problem-solving skills. Specifically, you will have:

• Strong organisation and attention to detail, with the ability to manage multiple tasks and priorities. You’ll be able to multi-task across several tasks each day, quickly switching from one to another where required.

• Excellent communication skills and able to build rapport across diverse groups with professionalism and care. You’ll never get tired of being on the phone – previous call centre experience is highly desirable.

• A natural sense of empathy and a solutions-focused mindset, tailoring your support to meet individual client needs, and being patient with clients who need more assistance to connect.

• Confidence with digital systems and the ability to support clients with varying levels of digital literacy – you’ll be a great trainer and mentor, able to step people through complexity of systems like a digital cheerleader.

• A collaborative, values-driven approach, aligned with CoAct’s commitment to inclusivity and client-centred care. You must value diversity, understand the role equity plays in creating sustainable, inclusive futures for people with a disability.

• Previous experience in administration, call centre or fast-paced customer service, or client support (experience in employment services or related sectors is highly regarded).

• While this role is remote, working from home is not for everyone and requires self-discipline, focus and motivation to meet daily KPIs. This is not a flexible working environment, standard business hours are required to support our clients and sites, though we do provide plenty of benefits that help to maintain worklife balance.

• Strong cultural competence and adaptability to work effectively with people from different backgrounds.
• A positive, motivated attitude and commitment to helping clients achieve their goals.

Why Join CoAct?

We’re more than just a workplace, we’re a purpose-driven community.

• Full-time fixed term role until June 2026 with the possibility of an extension in a nationally respected not-for-profit
• Remote work arrangements
• Competitive salary packaging – increase your take-home pay
• Award-winning culture – Employer of Choice (2019, 2021, 2024)
• Inclusive Employer recognised by Diversity Council Australia (2024–2025 & 2025–2026)
• Access to corporate health insurance discounts

Who We Are

At CoAct, we empower everyday Australians through employment services, partnerships, and social impact programs. We believe everyone deserves the opportunity to thrive, and we back that belief with action, data, and compassion.

Ready to Apply?

We’d love to hear from you!

Click “ Apply Now ” to submit your resume and a short cover letter outlining the unique value you’ll bring to the team.

For questions, contact Deanna our Recruitment Specialist, at recruitment@coact.org.au

If you require any adjustments during the recruitment process (including receiving information in a different format), please contact our recruitment team on 02 8281 2431. Please note: this number is for voice messages related to adjustment requests only. We’re unable to return calls that are not related to adjustments. For all other enquiries, please contact us via email.

Diversity, Inclusion & Belonging

We are proud to be an inclusive and disability-friendly employer. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ communities, people with disability, and culturally and linguistically diverse groups. All applicants may undergo a criminal history verification, along with other required checks, including but not limited to the NDIS screening clearance and Working with Children Check, during or immediately after the recruitment process is concluded.