Customer Engagement Specialist

About the role

We are looking for a proactive, relationship‑focused Customer Engagement Specialist to join our Specialist Disability Accommodation (SDA) team in South Australia. You will act as the primary point of contact for participants, families, support coordinators and community partners, guiding them through the entire SDA journey from enquiry to move‑in.

Key responsibilities

• Build and maintain strong relationships with NDIS participants, guardians, support coordinators, families, SIL providers and health professionals.
• Respond to enquiries about SDA vacancies, eligibility and accommodation options.
• Conduct needs assessments and match participants with suitable SDA properties.
• Guide customers through intake, application and onboarding processes.
• Develop referral pathways with hospitals, rehabilitation providers and community organisations.
• Attend industry events and promote SDA offerings.
• Maintain accurate CRM records, coordinate property inspections and move‑in planning.
• Prepare reports on engagement activities and occupancy outcomes.
• Ensure all interactions comply with NDIS Practice Standards and organisational policies.

Required profile

• Minimum 3 + years experience in customer engagement, community outreach or tenancy coordination.
• Strong understanding of the NDIS and SDA framework.
• Excellent communication and relationship‑building abilities.
• Ability to manage multiple stakeholders independently.
• Empathetic, solutions‑focused and highly organised.
• Current driver’s licence and willingness to travel within South Australia.

Required skills

• Proficiency with CRM systems.
• Advanced use of Microsoft Office.