Client Engagement Officer

About My Guardian

My Guardian is a leading Aged and Disability Care provider dedicated to delivering compassionate high-quality home care services. We are passionate about empowering our clients to live independently with dignity and respect.

As we continue to grow we have three (3) full-time opportunities available for motivated and self-driven Client Engagement Officers to join our team based at our NSW Head Office. These roles offer an excellent foot in the door with a genuine opportunity to convert to permanent employment for the right candidates. This position plays a critical part in building meaningful relationships and delivering exceptional customer service to prospective and existing Aged Care and NDIS participants.

As a Client Engagement Officer you will be the first point of contact for prospective clients and their families during key afternoon evening and weekend hours.

You will guide families through the intake and decision-making process ensuring they feel supported informed and confident in choosing My Guardian. This is a fast-paced relationship-driven role requiring strong communication skills attention to detail and the ability to manage multiple stakeholders while maintaining a high standard of professionalism and care.

About You

• You are client-focused confident and proactive with the ability to build rapport quickly and manage sensitive conversations with empathy and professionalism.
• You thrive in a target-driven/sales environment and are comfortable guiding clients through complex funding and service information.
• Minimum 1 year of care management client intake or phone-based customer service experience is a plus.
• Demonstrated knowledge of Aged Care Support at Home funding and NDIS frameworks. Exceptional customer service negotiation and influencing skills. Strong ability to build relationships with multiple stakeholders.
• Excellent interpersonal skills with high levels of resilience. Professional verbal and written communication skills

• Engage with potential clients who have expressed interest in utilising My Guardians services.
• Provide guidance to prospective clients on Support at Home and NDIS services qualifying enquiries to support client onboarding.
• Engage responsively with clients and families via phone and email to assess needs and recommend appropriate service solutions.
• Coordinate end-to-end onboarding including documentation service transitions waitlist management and referral prioritisation.
• Maintain accurate CRM records monitor lead activity and provide reporting on client acquisition and conversion performance during your shift.
• Clearly communicate funding levels fees and service inclusions to clients and families.
  
  

  Skills & Experience:

  • Experience in a business development or intake-focused role ideally within aged care or disability services.

  • Strong understanding of Home Care Packages NDIS and Aged Care Quality Standards.

  • High-level communication negotiation and relationship-building skills.

  • Demonstrated initiative sound judgment and ability to work autonomously.

  • Experience using CRM or care management systems (desirable).

  • Current drivers licence and willingness to travel as needed.

  What We Offer

  • Competitive salary package

  • Career growth opportunities

  • Onsite gym

  • Supportive and positive office culture

  • Weekly Friday afternoon drinks and nibbles at Head Office

  • Healthy snacks and refreshments

  If this sounds like the perfect opportunity for you we would love to hear from you.

  Please note that only shortlisted candidates will be contacted.