Customer Management Lead

About Us

Since 1992, WA Blue Sky has provided reliable community and disability services in Perth, known for quality and values-based support. In recent years, we have grown strategically and continue to expand.

We seek individuals whose values match our purpose, supporting a positive culture and strong community connections.

If you want to make a difference and grow with us, please get in touch.

Overview of the Position

The Customer Management Lead is responsible for ensuring an exceptional customer experience across our disability services. This role provides leadership and oversight of customer management processes, driving service quality, data integrity, and effective communication between customers, families, and key stakeholders.

Working collaboratively with internal teams and external partners, the position supports the smooth delivery of services, compliance with NDIS requirements, and the continuous improvement of customer-focused practices across the organisation, championing our values and dedication to delivering quality care.

The Role

We are seeking a dedicated and experienced Customer Management Lead to join our Home and Community team on a full-time, permanent basis, based in Bentley. While the position reports directly to the Manager, Home and Community, it also works closely with the Finance team to support claims processing, funding oversight, and financial tracking related to maintenance activities.

Responsibilities

In this pivotal role, you'll take the lead in ensuring the accuracy and integrity of customer data, maintaining up-to-date and compliant records within our CRM system (ShiftCare). As a key point of contact for customers, you'll work closely with NDIS representatives and Support Coordinators to resolve service delivery and funding issues, providing a responsive and solutions-focused approach to every interaction.

You'll collaborate with families and our Home and Community Leads to coordinate information and deliver a seamless, positive customer experience. A key part of your role will involve managing funding and claims processes, including invoicing, reconciliations, and submitting claims through relevant platforms such as the NDIS Commission Portal, myGovID, and RAM.

Partnering with the Finance team, you'll help address funding tracking, accurate and complete service delivery against claims made, monitor and review funding utilisation against goals and participant outcomes to support effective service delivery. You'll also oversee agency procurement to ensure timely and cost-effective sourcing as well as ad-hoc maintenance duties. You will assist with rostering, participate in the after-hours on-call roster, and play an active role in maintaining a collaborative, high-performing team environment.

To be successful in this role, you will bring:

• A relevant tertiary qualification in Disability, Community Services, Business Administration, Accounts, or a related discipline, along with a minimum of two years' experience in customer service or case management within the disability, aged care, health and community services sector.
• You will demonstrate a strong understanding of NDIS processes and funding structures or similar, solid numerical and administrative skills, and proficiency in Microsoft Office and CRM systems.
• Excellent communication and stakeholder engagement abilities are essential, as is the capacity to work autonomously with a high level of accuracy and attention to detail.
• The ideal candidate will be highly organised, adept at managing competing priorities, and committed to working collaboratively across teams to achieve outstanding outcomes for our customers.

Desirable Criteria:

• Experience in the disability sector.

• Previous experience using similar CRM

Employment Requirements:

• NDIS Worker Screening Check at commencement

• Valid Right to Work in Australia

• Valid Driver's Licence

• Ability to perform on-call after hours when required.

• Influenza Vaccination at time of commencement.

Benefits

• An attractive salary package

• Access to salary packaging benefits of up to $18,550, increasing your take-home pay

How to Apply

If this sounds like you, then we would love to hear from you. We ask you to provide an up-to-date resume and a covering letter demonstrating how your skills and experience match those that we are looking for. We look forward to receiving your application.

WA Blue Sky embraces a culturally diverse and inclusive workforce. We respect individuals from all walks of life and encourage people from various backgrounds and cultures to join our organisation.