Client Services and Support Coordinator - Contact Centre

Join us and SHAPE THE FUTURE FOR Older AUSTRALIANS

In a sector that's constantly evolving, demand for our high-quality services is growing, and so are we. We believe in making a lasting impact and treating our clients with the utmost care. That’s why we’re seeking caring, driven and enthusiastic people to join us in shaping their future.

ACNA doesn’t just adapt to change — we lead it. Whether it’s navigating major aged care reforms, embracing new technology to better serve our clients, or supporting our internal teams, we’re committed to building a workplace that thrives on understanding and purpose.

Why Join Us Now?

• Purpose-Driven Work: Your contributions will directly impact the lives of older Australians, their families and communities.
• Collaborative Work Environment: Step into a buzzing office space where you’ll work closely with your team and the wider ACNA community. You are at the heart of what we do – receiving inbound calls from clients, service providers, referrers and ACNA team members.
• Support: Enjoy the steady guidance of a supportive team leader who’s got your back every step of the way.
• Competitive salary: $37.41 per hour including generous salary packaging benefits of up to $15,899 per year plus guaranteed superannuation.
• Uniform Allowance: Enjoy a $200 annual allowance to purchase ACNA-branded shirts and tops, refreshed each year on your anniversary date.
• Mental Health & Wellbeing Support: Access up to three complimentary sessions per year with a degree-qualified psychologist.
• Enjoy 17.5% annual leave loading.
• Subsidised Gym Membership.  
• Health Insurance Program.

what is the role?

• 2 x full-time, ongoing positions. 
• 76 hours per fortnight, 5-days per week based in our Osborne Park office, Perth.

Here is a typical week

• Create a great client experience by resolving inbound calls from existing clients, new clients, service providers, referrers, assessors and team leaders.
• Provide support to assessment agency managers, team leaders and assessors by assisting in processing of documentation such as referrals.
• Support efficient scheduling by matching client location to assessor availability.
• Further support the client experience by contacting service providers to follow-up on linking and referrals.
• Demonstrate your professional skills by maintaining data integrity to ensure all information is entered and stored accurately.

Who are we looking for?

We want to ensure you are a great fit for ACNA and are looking for people that align with our values of supporting people to be their best and always striving to learn, grow and share. Hiring people whose values align with ours enables us to build awesome teams who create the best outcomes for our clients.

• You are an excellent communicator over the phone and email and importantly can communicate clearly and effectively with people experiencing complexity through their circumstances, health and/or ageing journey.
• You love listening to others and finding solutions to the challenges they face.
• You can follow direction, work independently and as part of a team.
• You have strong time management skills and love administration.
• People will have called you compassionate, patient, understanding, and helpful.

No letter or response to selection criteria is required, but do be ready to attach your CV. Without the Type form, your application will not be received and therefore not processed.

Once we receive your application we will contact you about the next stages of the process – usually within a week but it could be faster! Our recruitment process is a little different to most. We use lots of activities to give you an opportunity to understand how we work and your typical day. We start to get to know you through your application, then we move into group video discussions (GVDs) and end the process with a few hours of activities so you can show us what you are made of.

IMPORTANT dates

• We will host 1-hour online Group Video Discussions (GVDs) between 4 September to 9 September 2026.
• If you are successful at the GVD stage, you will be invited to attend our in-person Recruitment Centre (about 2 hours in total) in the week commencing 14 September 2026 at our Osborne Park office, Perth.
• Compliance checks take roughly five business days to complete.

• Successful candidates will receive an offer, with an anticipated start date of Wednesday, 7 October 2026.

• We recruit on a rolling basis and encourage you to apply as soon as possible!

Questions?

Learn more about ACNA by visiting our website - www.acna.org.au.

If you have anything you would like clarified, please email recruitment@acna.org.au using the subject line: Contact Centre - Client Services and Support Coordinator enquiry via EthicalJobs.

A position description is attached.