Customer Service Coordinator | NDIS Intake & Onboarding

Help people take the first step into something different.

CRANK isn't your traditional disability service. We're a Melbourne-based community helping autistic and neurodivergent people find their people and grow their future .

We're looking for a warm, organised and proactive Customer Service Coordinator – NDIS Intake & Onboarding to join our Care Team. You'll be one of the first people new CREW members, families and support teams meet when they connect with CRANK. Your mission: make getting started with CRANK easy, welcoming and well organised.

What you'll do

You'll support new CREW from their first enquiry through intake, Service Agreements, onboarding and their first few weeks at CRANK, before transitioning them to our ongoing Care Team.

You'll:

• Respond to new enquiries and referrals
• Run intake conversations and help people understand CRANK
• Understand each person's goals, interests and support needs
• Build relationships with participants, families, Support Coordinators and referrers
• Prepare and coordinate Service Agreements
• Confirm participant and funding information
• Coordinate scheduling and commencement
• Maintain accurate participant and onboarding records
• Make sure coaches have the information they need before someone starts
• Check in during the first few weeks and follow up attendance or engagement issues
• Create a smooth handover into ongoing Care Team support

About you

1. Demonstrated experience in NDIS intake, onboarding, customer service, or participant coordination 2. A practical understanding of the NDIS, including participant funding pathways and Service Agreement requirement
2. You enjoy talking with people, making complicated things easier and making sure nothing gets forgotten along the way.

Selection criteria

We're looking for someone who can demonstrate:

• Confidence using CRM, scheduling, and participant management systems relevant to the NDIS sector. NDIS intake, onboarding, customer service or participant coordination
• A practical understanding of the NDIS, participant funding and Service Agreements
• Experience guiding people from initial enquiry through to commencement
• Understanding of safeguarding principles and mandatory reporting obligations within the NDIS framework.
• Strong communication skills with participants, families and professional stakeholders
• Excellent organisation and the ability to manage multiple intakes and onboarding journeys
• Strong attention to detail with participant information and documentation
• Confidence using CRM, scheduling and participant management systems
• A proactive approach to following up outstanding actions and resolving barriers
• A warm, positive and strengths-based approach
• The ability to work collaboratively with coaches and the wider Care Team

These capabilities closely reflect the requirements of CRANK's current intake and onboarding role.

Highly regarded

• Previous NDIS intake or onboarding experience
• Experience preparing and coordinating NDIS Service Agreements
• Experience supporting autistic, ADHD or psychosocial participants and their support networks
• Experience tracking people through enquiry → intake → onboarding
• A supportive team environment focused on professional development and collaboration.
• Disability, community services or related customer-service experience

Why CRANK?

This isn't just an administration role.

You're helping someone go from:

"I'm interested..."

to:

"Yep. These are my people. I want to be here."

You'll join a team creating a different kind of experience for neurodivergent people, built around interests, connection, strengths and NO BARRIERS .

Find your people. Grow your future. The fun way.

Ready to join us?

Send us your resume and a short cover letter telling us:

• Why you'd like to work at CRANK
• Your experience with NDIS intake, onboarding or customer service
• How you meet the key selection criteria
• What you think makes a great onboarding experience