When a client calls, sends a referral or needs help navigating their care — you're the first voice they hear. That matters more than most people realise.

As a Customer Service Officer at Kanda, you'll be the connective tissue between clients, families, field staff and clinical teams — keeping information flowing accurately, referrals moving promptly and people feeling heard. It's fast-paced, detail-driven work that quietly keeps the whole service running, and when you get it right, clients and families feel it from the very first interaction.

What you'll be doing

• Monitoring inboxes, portals and referral channels — actioning requests promptly and triaging referrals to the right coordination team
• Liaising with clients, families, internal teams and service providers to keep information flowing and care goals on track
• Collecting and maintaining accurate client records across electronic systems to support service planning and continuity of care
• Verifying DVA Gold Card eligibility, monitoring weather alerts and initiating welfare checks for at-risk clients
• Escalating staff absences, incidents, safety concerns and operational risks to the relevant Clinical Manager or Senior Clinical Nurse
• Supporting field staff with documentation, equipment and consumables, and maintaining accurate records of handovers etc

You're the right person if...

• You have experience in customer service or client relationship management within community care, aged care or disability
• You hold a Certificate III in Business Administration, Customer Service, Community Services or a related field (desirable)
• You have knowledge of DVA, Support at Home, Transitional Care or NDIS service delivery frameworks (desirable)
• You communicate with warmth and clarity — in writing and on the phone — and build positive relationships easily
• You prioritise well, stay accurate under pressure and manage high volumes of phone and email communication
• You're competent across relevant software and electronic client management systems
• You hold a current National Police Check

Why Kanda

We believe the people who care for others deserve to be genuinely looked after too. Here's what that looks like in practice:

• Monthly RDO - an extra 12 days of leave per year
• Wellness initiatives plus 24/7 access to the Sonder wellbeing app
• Access to an employee rewards hub providing savings and cashback across everyday purchases
• Employee recognition initiatives, including gift vouchers for Employee of the Month and service anniversaries
• Enjoy free Orbit World Travel Club membership - $100 travel voucher, exclusive offers, and dedicated support
• Genuine long-term career opportunities as Kanda continues to grow

Want to chat about this role?

Reach out to Chelsea – Talent Acquisition Specialist

Email: jobs@kandacare.com.au Phone: (07) 4111 1853