Client support

Client support & distribution coordinator
About Care & Co Group

Care & Co Group is Australia's leading care ecosystem, supporting families and individuals across the aged care, retirement living, and home care journey. From Care & Co | Match to our broader suite of services, we work with a single purpose - to bring transparency, connection, and humanity to the care experience.

Our Match team empowers people to make confident care decisions – whether self-directed or supported via employer and financial adviser partnerships.

Role purpose

The Customer Service & Distribution Support Associate will be the first responder for incoming enquiries to
Care & Co | Match

. This role is critical in ensuring that consumers and corporate clients receive timely, accurate, and empathetic support.  This role will also be responsible for managing distribution of our Aged Care Print Guide and Hello Leaders Publication. 

The role combines customer service, and distribution management responsibilities with a secondary focus on supporting sales activities and data management.

Key Responsibilities

Customer Service & Triage

• Be the first point of contact for enquiries via online forms, email, chat, and phone calls for our consumer portals and corporate portal.
• Quickly assess and triage enquiries into the correct support channel (e.g. direct to Care Concierge, self-service portal, or financial adviser channel).
• Provide empathetic and professional assistance to consumers and corporate clients.

Distribution Management

• Manage incoming orders and liaise with external printers and logistics providers to ensure timely and accurate delivery.
• Coordinate with distribution partners to maintain and support the distribution network.
• Track and report on distribution schedules and resolve any issues that may arise

Data Management

• Accurately document interactions in the CRM and ensure records are kept clean and up to date.
• Update and clean client records to ensure information is current and reliable.
• Identify areas for continuous improvement

Sales Support

• Provide administrative and coordination support to the Group Sales Team.
• Assist with follow-up communications, preparation of reports, and scheduling meetings.

Working Relationships

Internal:

Care Concierges, Operations & Support desk Team, Sales & Partnerships, Marketing

External:

Clients and families, aged care and retirement providers, employer program reps, financial advisers

Key Performance Indicators (KPIs)

• [x]% of calls and enquiries answered during business hours

.
- Net Promoter Score (NPS) target

for consumer interactions
- CRM accuracy:

[x] of records updated and validated weekly.
- Distribution metrics :

[x] days from order to delivery.
- First-response resolution rate:

85% of enquiries resolved or appropriately triaged at first contact.

Skills & Experience

• Strong customer service background, ideally in health, aged care, or service industries.
• Excellent communication and interpersonal skills.
• Proficiency with CRM systems and data entry/management.
• High attention to detail and ability to manage sensitive information with discretion.
• Experience in logistics or distribution, highly regarded.
• Ability to work both independently and as part of a collaborative team.

Personal Attributes

• Empathetic and consumer-focused.
• Organised and detail-oriented.
• Strong problem-solving and triaging skills.
• Professional, reliable, and adaptable.
• Driven to contribute to the mission of improving care experiences in Australia.

Benefits of Working at Care & Co

• Birthday leave - As part of our commitment to work-life balance and celebrating our team members, all employees are entitled to have their birthday off as paid leave.
• Care & Co Group will close on "R U OK? Day" (September 12th) each year, giving our team a collective day to focus on wellbeing, connection, and mental health awareness
• Purpose-driven organisation making real impact in aged care and related sectors.
• Collaborative, supportive, and growth-focused team environment.
• Opportunity to develop skills across customer service, compliance, and sales support.
• Flexible working arrangements