Title: Support Coordinator (Barwon) Location: Barwon Australia Job Description: Are you a passionate, experienced Support Coordinator looking to join an enthusiastic and motivated team? Welcome to Leisure Networks! We are a dedicated, innovative not-for-profit community organisation with over three decades of experience supporting customers and communities to connect and thrive. Having just embarked on our ambitious new strategy, LN Next, now is the perfect time to join our team as we continue working to provide our customers with our unique and tailored services and programs. We are currently seeking two full-time Support Coordinators to join our Melbourne team. These hybrid roles will be based in Forest Hill and from a home office. Why Work With Us? Here at Leisure Networks, we take enormous pride in delivering a supportive, fun and high-energy workplace that allows our staff to be themselves, develop their skills and achieve their goals! In our most recent engagement surveys: - 90% of our staff felt that they were part of a team - 87% of our staff agreed that Leisure Networks allows staff to make a positive difference - 90% of our staff felt that they were part of a team - 86% of our staff are proud to work for Leisure Networks In addition to our fabulous culture, we also offer a range of employee benefits, including salary packaging, a detailed induction and orientation program to set you up for success, ongoing training and support from a dedicated and hands-on management team and access to personal, health, financial and wellbeing assistance through our Employee Assistance Program. Your New Role! Our Support Coordinators work tirelessly to support customers with an NDIS plan to connect to their communities and plan for their future. The primary focus of this role is capacity-building, working alongside our customers to strengthen support networks, promote independent decision-making and build confidence and skills across all domains of life. Key accountabilities include regular engagement with a caseload of fantastic LN customers, researching and coordinating available support options, participating in care team meetings and actioning any resulting follow-up items and completing all associated administrative tasks, including maintaining accurate and timely case notes. To be successful in this role, you will bring: - proven experience in a Support Coordination role - a tertiary degree in Social Work, Allied Health or equivalent discipline, with relevant field experience as per the NDIA Quality and Safeguards Framework (desirable) - in-depth knowledge and understanding of the NDIS, including Support Coordination functions and levels - demonstrated experience utilising a range of community-based supports to assist participants to achieve their goals - the ability to build rapport and strong working relationships with customers, by demonstrating accountability, adaptability, professionalism and engagement - a passion for supporting customers to achieve their goals and build their capacity across all aspects of their life - sound knowledge of financial procedures, including quoting and budgeting - very strong written communication skills, with a focus on the ability to write accurate, clear and informative reports, case notes and other communications that meet the needs of the intended audience - the ability to work autonomously and independently - proficiency in the use of IT systems and processes, with the ability to learn and utilise new systems as required - proven experience working to set outcomes, with the ability to establish priorities and meet timelines and targets - the ability to work positively and constructively within a team environment, doing what needs to be done to support the customer - a current NDIS Worker Screening check (or willingness to obtain) - a current Working With Children Check Employee card (or willingness to obtain) - a current Victorian drivers licence and roadworthy vehicle - evidence of at least one dose of COVID-19 vaccination To Apply: For a confidential discussion about this opportunity, please contact Christelle Perez, Support Coordination Team Leader (Melbourne) on 03 5222 3911. Applications will be assessed as they are received, so go ahead and hit apply now - we can't wait to hear from you! Leisure Networks recognises and respects the value of diversity and we encourage applications from people of all cultures, backgrounds and identities. If you require reasonable adjustments to the recruitment process, please don't hesitate to let us know. Here at Leisure Networks, we are committed to the safety, happiness and empowerment of all children. We demonstrate zero tolerance of child abuse and utilise robust human resources, recruitment and screening practices for all employees and volunteers. Requirements

Job Description Come and be yourself with us! Being a Bobber means bringing your whole self to work-whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here. About Us: HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including names like Fulham FC, Airtasker, Go Cardless, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers." About You: You're someone who loves connecting with people and solving problems. You're proactive, curious, and thrive in a fast-paced environment where no two days are the same. You have a knack for breaking down complex technical issues and guiding others with patience and clarity. If you thrive on ownership, problem solving, and creating real impact for customers, we'd love to meet you! In this role, you'll be the friendly face (and voice!) helping our customers get the very best out of HiBob. You'll dive deep into challenges, find smart solutions, and make sure every interaction leaves our clients feeling supported and confident. Job Requirements What You'll Bring - Proven experience in customer-facing SaaS roles (such as technical support or implementation). - Strong technical troubleshooting skills, and familiarity with tools like Zendesk, Asana, and Salesforce is a plus. - Demonstrated ability to document and share knowledge and use cases (both internally and customer facing). - Experience supporting enterprise-level accounts - bonus points if you've worked with HR Tech platforms! - Fluency in English (written and spoken), any additional languages are a plus. - Comfort working in a dynamic, challenging and growth-oriented environment. - An interest in or familiarity with AI platforms and tools. - You're someone who values continuous learning and personal growth - always eager to expand your skills, explore new tools, and share knowledge with your teammates. Job Responsibilities What You'll Be Doing - Offer exceptional support to our customers through email and Zoom - helping them troubleshoot issues and get the most out of HiBob. - Investigate and resolve customer-reported technical challenges, escalating complex cases when needed. - Partner closely with internal teams to deliver quick, effective solutions. - Create and maintain helpful content for our Help Center and internal knowledge base. - Play a part in training our AI chatbot and improving automated support experiences. - Meet key performance goals while collaborating with global teams to achieve shared success. - Stay one step ahead by anticipating customer needs and finding proactive ways to make their experience even better. - Monday to Friday work pattern, with a 09:00-18:00 schedule - Flexibility to work on 50% of Portuguese public holidays, due to business needs. Benefits Join our village HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity alongside all of this: competitive compensation - Company share options plan - Health Insurance for you and your family - Prepaid meal card per working day - Monthly Navegante Metropolitano Pass (40€) - We have a flexible hybrid working model - Work from home allowance- to get your home office set up! - 2 Social Impact days per year for volunteering - Awesome employee referral program - $2,500 for each successful referral with an additional ambassador programme - Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment) - Fun company and team social events (locally and virtually with our global teams) - Bob balance days - Enjoy an additional day off each quarter If this sounds like something you've been looking for, we'd love to have you. Come on, join our village! ***Learn about HiBob's hybrid working model* BELONGING AT HIBOB Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we're committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire. We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only). Please contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email hiring@hibob.io or speak to the recruiter when they arrange a call with you. We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.

• Provide billing-related customer service and respond to inquiries • Process and manage claims accurately and in a timely manner • Cross-check and validate rate sheets for accuracy • Maintain and update billing records and spreadsheets • Assist with data analysis and reporting using Excel

• Assists internal and external customers with moderately complex issues related to insurance matters. • Delivers exceptional service while proactively seeking feasible solutions within compliance and legal requirements. • Communicates with customers via multiple channels while navigating multiple systems and platforms. • Receives and responds to inquiries related to insurance matters. • Interacts with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions. • Evaluates and interprets policy information within prescribed authority limits. • Accesses account information and communicates while working in multiple systems. • Uses account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions. • Documents customer interactions and outcomes thoroughly in system. • Escalates unresolved issues requiring advanced support for further resolution. • Builds knowledge and acumen through self-directed learning. • Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements. • Helps maintain department knowledge resources to keep them current. • Partners with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries. • May work with external vendors to further address customer needs.