Customer Engagement Manager

About Incluso Services

Incluso Services is dedicated to "Building the World that we Want," ensuring high-quality community engagement and support for people with disabilities. Our goal is to empower individuals with disabilities and their families to live more independently and enjoy greater choice and control over their lives.

Role Overview

We are looking for a passionate Customer Engagement Manager to join our team in Melbourne, VIC. This role involves facilitating access to appropriate disability supports by delivering a seamless and positive customer experience from inquiry through onboarding. The manager will foster trust-based relationships with participants, families, carers, and community partners, strengthen referral pathways, and connect individuals with our services to enhance outcomes and broaden community access.

Key Responsibilities

• Establish and nurture trusted connections with participants, families, carers, support coordinators, schools, hospitals, allied health professionals, community organizations, and government entities.
• Drive referral generation and conversion to meet participant growth, accommodation occupancy, and revenue objectives.
• Advocate for Incluso’s disability services, accommodation choices, and community programs via networking, events, presentations, and strategic partnerships.
• Guide prospective participants through inquiry, intake, assessments, and onboarding to ensure responsive and positive experiences.
• Discover new business development opportunities by conducting market research, engaging stakeholders, and participating in community networking.
• Represent the organization at expos, forums, interagency meetings, and industry events to enhance our reputation and community engagement.
• Work alongside operational teams to ensure smooth participant transitions into services and maintain ongoing communication during onboarding.
• Track referral activities, maintain precise records, prepare performance reports, and contribute to continuous improvement processes.
• Uphold Incluso’s values while complying with NDIS requirements, organizational policies, and quality standards.

Candidate Requirements

• Proven experience in customer engagement, business development, stakeholder management, or community engagement, preferably within disability, health, community, or human services sectors.
• Comprehensive understanding of the NDIS, disability services, and participant pathways, coupled with insights into market-driven service environments.
• Strong communication and relationship-building skills capable of engaging a diverse stakeholder base.
• A proactive, commercially oriented mindset experienced in generating referrals, forging partnerships, and achieving growth targets.
• Highly organized with the ability to balance competing priorities, maintain accurate documentation, and deliver results.
• A customer-centric attitude driven by a genuine desire to improve participant experiences and outcomes.
• Self-confident independent worker with effective collaboration skills across multidisciplinary teams.
• Exemplary initiative, professionalism, integrity, and accountability aligned with Incluso’s values and person-centered philosophy.

Benefits

• Access to an Employee Assistance Program supporting personal well-being.
• Extensive training and development opportunities, including courses, certifications, and personalized coaching to foster career growth.
• Engaging team activities designed to strengthen connections outside the workplace.
• Personalized career and learning plans tailored to individual goals, encouraging personal and professional growth.

Additional Information

Joining Incluso means becoming part of a values-driven and innovative organization committed to equal opportunity employment. We cultivate a diverse and inclusive work environment that embraces individual talents and differences. Applications are encouraged from people of all ages, disabilities, LGBTQI individuals, Indigenous persons, and those from culturally diverse backgrounds.