Participant Engagement Coordinator

About us

Vera Living exists to increase independence for people living with severe disability by providing permanent, sustainable and proactive Specialist Disability Accommodation (SDA) and support services. Our mission is underpinned by four core values: People First. Always. Building Belonging. Be Real, Be Honest. Continuously Learning. Vera Living's vision is to be a top-five SDA provider nationally, with more than 1,000 properties and 2,500 participants.

About the role

The Participant Engagement Coordinator (PEC) provides critical administrative and coordination support to the Participant Engagement Specialist (PES) function across the national proeprty portfolio. This particualr role will focus on SIL outbound engagement.

This role is designed to optimise the efficiency and effectiveness of PES team members by reducing administrative workload, improving data integrity, and ensuring the timely progression of participant opportunities through the engagement pipeline. By managing key coordination activities and maintaining accurate, real-time data in Salesforce, the PEC enables PES resources to focus on high-value engagement and conversion activities that directly drive SDA tenancy outcomes and revenue performance.

KPIs

• Speed to Lead - engage with all leads within a 24 hour window and ensure this is past on effectively to a PES.
• Add 30 new tenant opportunities to the Participant Engagement opporutnity funnel
• Support data management with ongoing up to date data accuracy

Key responsibilities

• Maintain accurate and up-to-date records across all participant leads and opportunities in Salesforce
• Actively undertake outbound calls to build contact list for sales team
• Enter and update enquiry data, opportunity stages, notes, and key stakeholder interactions
• Monitor pipeline activity to ensure opportunities are progressing within expected timeframes - speed to lead is a key KPI
• Identify gaps, inconsistencies, or missing data and proactively resolve or escalate
• Act as the first point of contact for inbound enquiries and conduct initial outreach and follow-up to qualify enquiries. There will be a particular focus on SIL enquiries and leads.
• Ensure all enquiries and leads are logged, triaged, and allocated appropriately to PES resources
• Assist PES in progressing opportunities from enquiry through to booking
• Collate and organise required documentation and track outstanding documentation for each opportunity.
• Actively manage and follow up on working tenant opportunities and on-hold tenant opportunities
• Support pre- and post-engagement activities for events, expos, and networking sessions

About you

• Strong verbal communcations, particualry on the phone and video calls.
• Can speak Mandarin or Cantonese (ideally both)
• Experience in administrative, coordination, or sales support roles
• Strong attention to detail and a high level of data accuracy
• Experience working with CRM systems (preferably Salesforce)
• Experience in a sales role
• Excellent organisational and time management skills
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Highly proactive and responsive
• Strong sense of ownership and accountability
• Process-driven with a continuous improvement mindset
• Collaborative and team-oriented