Job Description

Key Responsibilities

• Proactively identify and build relationships with NDIS Support Coordinators, Plan Managers, other NDIS providers, community organisations, and relevant referral partners across Western Australia.
• Conduct outbound calls, emails, and other professional outreach activities to generate referral opportunities.
• Research and identify new business development opportunities within the NDIS and disability services sector.
• Respond to inbound enquiries and qualify prospective participants based on their needs, location, funding, and service requirements.
• Follow up with prospective participants and referral partners to progress enquiries through the pipeline.
• Coordinate appointments, consultations, assessments, and onboarding activities.
• Maintain accurate records of leads, referrals, activities, outcomes, and follow-ups.
• Track the participant journey from initial enquiry through assessment, onboarding, and commencement of services.
• Provide regular reporting on lead generation, referral activity, conversion rates, and business development outcomes.

SOP & Process Development

• Develop, document, and maintain detailed Standard Operating Procedures (SOPs) across key business processes.
• Review existing workflows and identify gaps, inefficiencies, and opportunities for improvement.
• Develop clear and consistent procedures for:
  • Lead intake and enquiry management
  • Participant onboarding
  • Referral management
  • Service commencement
  • Internal handovers
  • Documentation and record keeping
  • Communication and follow-up
  • Ongoing service administration
• Ensure processes are documented clearly and consistently for team use.
• Help ensure procedures align with NDIS requirements, business policies, and compliance expectations.
• Regularly review and update SOPs as systems, processes, and business requirements change.

Technology, Systems & Automation

• Review and optimise the use of CRM, workflow, scheduling, communication, and other business software.
• Identify repetitive manual tasks that can be automated or streamlined.
• Set up and maintain digital forms, workflows, templates, tracking systems, and automated notifications.
• Improve the way information flows between systems and departments.
• Support the implementation and optimisation of CRM and other technology platforms.
• Develop automated follow-up processes for leads, referrals, appointments, and participant onboarding.
• Use technology and AI tools to improve productivity, communication, documentation, and workflow efficiency.
• Maintain accurate and well-organised digital records and databases.
• Train or support team members in adopting improved systems and processes where required.

Operational Support

• Work closely with the owners and administration team to identify operational issues and implement practical solutions.
• Coordinate with the Accounts & Administration Officer to ensure smooth handover of new participants and accurate billing information.
• Monitor workflow and ensure key tasks, follow-ups, and deadlines are not missed.
• Assist with preparing reports, dashboards, process documentation, and management updates.
• Support the business with other operational and growth initiatives as required.

Essential Requirements

• Proven experience in business development, growth, operations, process improvement, or a similar role
• Experience proactively developing business relationships and generating leads or referrals.
• Strong understanding of CRM systems and digital workflow management.
• Demonstrated experience developing or improving SOPs, processes, and workflows
• Strong technology skills and the ability to learn and optimise new software platforms quickly.
• Experience using automation tools, digital forms, CRM platforms, or workflow systems.
• Strong Microsoft 365 skills, including Excel, Outlook, Word, Teams, and SharePoint.
• Excellent written and spoken English with the ability to communicate professionally with Australian stakeholders.
• Strong analytical, organisational, and problem-solving skills.
• Ability to work independently, take ownership, and identify what needs to be improved without waiting for detailed instructions.
• Able to work Perth business hours.

Desirable Experience

• Previous experience within the NDIS, disability, healthcare, aged care, or community services sector
• Existing relationships with NDIS Support Coordinators, Plan Managers, providers, or other referral partners.
• Experience with NDIS intake, participant onboarding, or service delivery processes.
• Experience using CRM platforms and workflow automation tools.
• Experience with platforms such as ShiftCare, ClickUp, HubSpot, Salesforce, Monday.com, Zapier, Make, or similar systems.
• Experience creating digital forms and automated workflows.
• Experience using AI tools such as ChatGPT or Claude to improve business processes and productivity.
• Previous experience working with Australian businesses or clients.

Personal Attributes

• Commercially minded – understands how relationships, referrals, and efficient processes contribute to business growth.
• Tech-savvy – naturally looks for better ways to use technology and automation.
• Proactive – identifies opportunities and takes action without requiring constant direction.
• Process-driven – enjoys creating structure, documentation, and repeatable workflows.
• Analytical – able to identify inefficiencies, investigate problems, and develop practical solutions.
• Relationship-focused – comfortable building professional relationships and communicating with referral partners.
• Highly organised – able to manage multiple priorities, projects, and follow-ups simultaneously.
• Adaptable – comfortable working in a growing business where processes and priorities may change.
• High integrity and discretion – understands the sensitivity of participant information and the responsibilities associated with NDIS services.

Shore Xtra Perks

• Day 1 HMO Coverage
• Attendance Bonus – Get a chance to earn ₱5,000 every pay run for consistent, perfect attendance.
• Fixed Weekends Off – Enjoy a guaranteed work-life balance with Saturdays and Sundays off.
• Unlimited Barista Coffee all shift long
• Free Parking & Shuttle
• Premium Game Lounge – Relax and recharge in our dedicated on-site recreational zone
• Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
• Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
• Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.
• Statutory Benefits Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays
• Employee referral incentives (Bronze)