Customer Experience Administrator (Support Services Employee – Level 2)

Position Title: Customer Experience Administrator (Support Services Employee – Level 2)Award: Health Services Award (MA000027)Reports to: Marketing ManagerHours: Casual (Part-time across 5 days, work-from-home)Job Summary 

The Customer Experience Administrator (CSA) is the first point of contact for clients and represents our organisation with professionalism, warmth, and care. This highly client-facing role ensures every client enjoys a seamless, positive experience across all touchpoints while maintaining the administrative systems that keep our operations running smoothly. 

The CSA manages real-time client needs — from responding to program and delivery questions to booking consultations — and supports the leadership team with administrative coordination. The ideal candidate will be tech-savvy, organised, and proactive, with excellent communication skills and a willingness to learn new systems (including Practice Better). 

This role offers flexible, part-time hours spread across five days and is fully remote, making it ideal for someone seeking meaningful, purpose-driven work that fits alongside family and lifestyle commitments. 

The position supports communication and alignment across our three interconnected brands: 

1. Early Life Nutrition Alliance (ELNA) – supporting healthcare professionals to advocate for the role of nutrition during the first 1,000 days through training, coaching, and resources. 
2. Nutrition Plus – our Centre of Excellence private practice, home to dietitians specialising in the first 1,000 days. 
3. Melanie McGrice – our founder and director, advancing public education and professional leadership in early life nutrition. 

ResponsibilitiesClient Communication & Support 

• Respond to client and customer enquiries via Gorgias (e-commerce help desk) and social platforms using helpful, professional macros. 
• Support social media engagement, including scheduling posts, replying to DMs, and fostering community interaction. 
• Coordinate appointments, follow-ups, and client communications to ensure a smooth and supportive client journey. 
• Provide warm, professional, and timely communication across all platforms (Practice Better, Gorgias, social media). 
• Make occasional outbound phone calls for contacting referrals or follow-ups, as needed. 

Administration & Coordination 

• Assist setting up Practice Better to make the best use of its features. 
• Navigate and maintain systems such as Asana, Slack, and Practice Better. 
• Follow up health care professionals to obtain client files.  
• Send client reports to health care professionals.  
• Support webinar and guest coordination, outreach tasks, and administrative logistics. 
• Monitor and manage payment follow-ups, client scheduling, and workflow tracking. 
• Maintain accurate client records across all systems to ensure seamless handovers between team members. 
• Contribute to the improvement of internal processes and documentation. 

Cross-Departmental Support 

• Support the Delivery Team with scheduling, pipeline updates, and administrative follow-up. 
• Assist Leadership with data collection, reporting, and general administrative tasks as required. 

Expected Outcomes 

• Exceptional client experience through prompt, empathetic, and professional service. 
• Efficient operations through organised workflows and accurate documentation. 
• Improved client retention and satisfaction driven by proactive communication and support. 

Alignment with Organisational Values 

We seek someone who embodies ELNA’s vision, purpose, and core values in every aspect of their work: 

Supportive – Builds relationships, listens with empathy, communicates openly, and acts with kindness and respect. 

Outcome-oriented – Takes initiative, seeks solutions, embraces improvement, and takes ownership of results. 

Adaptive – Demonstrates flexibility, curiosity, and a growth mindset, responding to change with professionalism and grace. 

Key Selection CriteriaEssential: 

• Warm, professional communication skills (written and verbal). 
• Strong organisational and time management abilities. 
• Reliable, proactive, and detail-oriented work ethic. 
• Tech-savvy, with confidence navigating multiple digital platforms (e.g. Gorgias, Asana, Slack, email systems). 
• Problem-solving skills and ability to work independently and collaboratively. 
• Willingness to make occasional phone calls and provide live chat or event support. 
• Commitment to confidentiality and professional standards. 

Desirable: 

• Experience with Practice Better, Kajabi, Keap, Canva, Stripe, or similar platforms. 
• Prior experience in client experience, customer service, or administrative support roles. 

*The Collab Team is hiring on behalf of our client, Melanie McGrice.