Customer Engagement Manager

At Incluso Services we are focused on “Building the World that we Want” and as such, ensuring that people with a disability are well cared for and can access high quality community engagement services. Our mission is to help people with a disability and their families to be more independent and have greater choice and control over their quality of life.

We’re excited that we are looking to expand our team and we’re on the hunt for a passionate Customer Engagement Manager to join our team in Melbourne, VIC.

As the Customer Engagement Manager, you will help people access the right disability supports by providing a positive and seamless customer experience from enquiry through to onboarding. You will build trusted relationships with participants, families, carers, and community partners, strengthen referral pathways, and connect people with Incluso's services to improve outcomes and expand access across the community.

• Build trusted relationships with participants, families, carers, support coordinators, schools, hospitals, allied health professionals, community organisations, and government agencies.
• Generate and convert referral opportunities to achieve participant growth, accommodation occupancy, and revenue targets.
• Promote Incluso's disability services, accommodation options, and community programs through networking, events, presentations, and strategic partnerships.
• Support prospective participants through enquiry, intake, assessment, and onboarding, ensuring a responsive and positive customer experience.
• Identify new business development opportunities through market research, stakeholder engagement, and community networking.
• Represent Incluso at expos, forums, interagency meetings, and industry events to strengthen our reputation and community presence.
• Collaborate with operational teams to ensure seamless participant transitions into services and ongoing communication throughout the onboarding process.
• Monitor referral activity, maintain accurate records, prepare performance reports, and contribute to continuous improvement initiatives.
• Champion Incluso's values while ensuring compliance with NDIS requirements, organisational policies, and quality standards.

• Experience in customer engagement, business development, stakeholder management, or community engagement, ideally within the disability, health, community, or human services sector.
• Strong knowledge of the NDIS, disability services, and participant pathways, with an understanding of market-driven service environments.
• Exceptional relationship-building and communication skills, with the ability to engage confidently with a diverse range of stakeholders.
• A proactive and commercially minded approach, with experience generating referrals, building partnerships, and achieving growth targets.
• Strong organisational skills, with the ability to manage competing priorities, maintain accurate documentation, and deliver results.
• A customer-first mindset, with a genuine passion for improving participant experiences and outcomes.
• Confidence working independently while collaborating effectively across multidisciplinary teams.
• High levels of initiative, professionalism, integrity, and accountability, with a commitment to Incluso's values and person-centred approach.

What we offer:

• We offer an Employee Assistance Program for support and because time out is so important.
• We offer a wealth of training and development opportunities to help you enhance your skills and achieve your career goals, including a diverse range of courses, certifications, and personalised coaching.
• We believe in working hard and playing hard, and foster team bonding through a variety of events that help you connect with your colleagues outside of work.
• We believe in your potential and offer a personalised career and learning plan tailored to your unique goals and aspirations, committed to supporting you in becoming the best version of yourself.

When you join Incluso Services, you know you are joining an organisation that is driven by our values and innovation. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences. We encourage applications from people of all ages, disabilities, LGBTQI, Indigenous people and people from culturally diverse backgrounds.