CRM and Data Administration Officer

Extended Families Australia

Extended Families Australia has been supporting children and young people with disabilities and their families since 1978. We believe that having joy in your life and being a part of your community is important for everyone. Our aim is to facilitate positive connections between children and young people with disabilities, their families and the community and break down barriers by changing social attitudes and creating opportunities.

WHO

We are looking for a motivated and detail-oriented CRM & Data Administration Officer to maintain, enhance, and protect our CRM and related data systems, provide accurate data to payroll and billing as well as providing general administrative support.  This role is critical in ensuring the integrity of our client and stakeholder data, supporting reporting, and enabling process automation.

Working closely with all our departments, the CRM & Data Administration Officer will be responsible for maintaining and managing our participant records on our CRM system which includes setting up service agreements, monitoring the return of signed service agreements, as well as data entry into CRM. This role will also involve working closely with our Linc and Finance team to support our billing and payroll processes for our support workers.

This is a permanent part time position with a hybrid approach, which includes a mix of work from home and at one of our offices in Box Hill. It is a requirement of this role to work on a Monday and Tuesday every fortnight on payroll week to support our payroll process.

This is a rewarding opportunity to contribute to a person-centred organisation committed to empowering people with disability and delivering high-quality services.

About you:

Essential

• Bachelor's degree (or equivalent) in Information Systems, Computer Science, Business Analytics, Data Management or related discipline

• 2+ years experience in a CRM/Database administration role

• Experienced with CRM platforms and rostering systems (Salesforce, Lumary and Skedulo an advantage)

• Experience with CRM administration & configuration, SQL / database knowledge, Integration / APIs

• Experience with data cleaning, validation, deduplication, and quality control Ability to build reports, dashboards in CRM (Power BI, Tableau, native CRM)

• Troubleshooting, resolving user issues, managing system changes

• Ability to maintain confidentiality and handle sensitive information with discretion

• Strong problem-solving and decision-making abilities with a can-do attitude

• Proven ability to analyse and think critically to resolve issues

• Ability to manage competing tasks, prioritises work, and meet deadlines

• A team player who is flexible and willing to support across a range of system administration and data tasks

• Excellent interpersonal and communication skills

Desirable

• Understanding of the NDIS and its pricing arrangements or experience in the disability/community services sector will be highly regarded

• Familiarity with automation tools (Power Automate, Zapier, etc.)

• Project management experience

The successful applicant will be required to have a current satisfactory (or willing to undergo) Working with Children Check, NDIS Worker Screening Check, Proof of Identity Check and International Police Check (if required).

WHAT

As an CRM & Data Administration Officer, key duties include:

Data Management

• Manage and maintain accurate CRM records and ensuring all data entered into systems (e.g. CRM, ERP) is accurate and complete

• Identifying and removing duplicate, incomplete, or inconsistent records

• Using Excel formulas, Power Query, or SQL scripts to validate data

• Setting up automated rules in CRM systems to reduce human errors

• Support training to CRM users

• Troubleshoot issues and manage provider support tickets

• Set up and update service agreements

• Monitor and file signed service agreements

• Monitor NDIS Plan updates and funding changes on the portal

• Build and maintain reports, dashboards and analytics to facilitate data-driven decision-making

• Maintain the health and stability of Salesforce platform, software updates, security and best practice.

Billing and Payroll

• Generate regular reports on CRM to check the integrity of data and ensuring up-to-date billing records. Resolving errors when required

• Support LinC service facilitators in ensuring all non face-to-face billings have been entered into the CRM in a timely manner

• Liaise with the LinC team leader and the finance team to resolve queries relating to payroll

• Liaise with our support workers in relation to billed shifts on a weekly basis

General Administration and Office Support

• Manage shared inboxes, including redirecting and actioning emails

• Other ad hoc administrative duties as required

BENEFITS

• Access to our Employee Assistance Program and employee benefits

• Salary Packaging up to the full Threshold (cap) limit for charitable organisations

• Value driven organisation which provides a work environment that is safe, satisfying, flexible and promotes a healthy work-life balance

• Orientation and training will be provided

• Nearby parking, easy access to public transport

• Flexible/hybrid working environment

Refer to the Position Description for full list of duties and selection criteria which is available on our

Enquiries to Jay Kodithuwakku by email to , using the subject line:  CRM & Data Administration Officer enquiry via Seek.