Salary Packaging: Package up to $15,900 of your pre-tax income and boost your take-home pay
Meals & Accommodation: Package up to $2,650 for dining and holidays expenses
Maxxia Rewards: Enjoy a huge range of discounts through our salary packaging partner
EAP Support: Free, confidential counselling and wellbeing support
Flexibility: This is a Work From Home role!!

About us..
Spinal Cord Injuries Australia (SCIA) is a not-for-profit organization working for people with spinal cord injury (SCI). We are passionate about continually improving our service offerings and driving innovation to provide maximum opportunity for those lives affected by traumatic injury. With an objective to carry out and support the organization in the achievement of its vision “A society without barriers for people with SCI”.

What we do:

Enhancing people’s functionality and health through exercise
Offering a one-stop-shop for information on services, advice and support available
Sharing the lived experience of having an SCI through peer support
Influencing social change on a systemic and individual level
Providing temporary and emergency care to people in their homes as required
Supporting people back into employment, education or training
Operating an Australian Disability Enterprise that employs people with disability and pays full award wages
Providing accommodation for people transitioning home from hospital, or who need a break.

SCIA was founded by people with Spinal Cord Injuries. We employ and support SCI disabilities and at present they make up 33% of our staff.
We are a member based organisation, with more than 2,000 members that include people with disability, their families, carers and professionals in the sector.

As a NDIS provider, we are committed to the ongoing improvement of our processes and procedures to ensure that our service delivery complies with the National Practice Principles and NDIS Safeguards commission.

SCIA & NeuroMoves are now proudly part of the Royal Rehab Group which is a leading Australian provider of specialist neurological rehabilitation and community-based therapy services.

About the role..

SCIA has partnered with Transport for NSW to deliver the Centralised Booking Service (CBS) across the Sydney Metropolitan Area, supporting people to book and access Wheelchair Accessible Taxis.

This role is a Part Time Fixed Term Contract for 14 months and is an essential 24/7 service is an exciting opportunity for SCIA to create meaningful employment opportunities for people with disability and recognise the value that lived experience brings to the workplace.

As a Shift Lead, you’ll be the senior point of contact during your shift, supporting the team and ensuring the service runs smoothly.

This is a work-from-home role operating across a 24/7 roster.

In this role, you will:

Lead and support Customer Service Representatives during your shift
Answer calls and assist customers booking Wheelchair Accessible Taxis
Coordinate and dispatch bookings to the accessible taxi fleet
Support drivers and taxi service providers with booking enquiries
Manage customer and driver feedback, complaints and escalations
Monitor call volumes, queues and workflow to maintain efficient service
Ensure booking and customer information is entered accurately into relevant systems
Coordinate shift responsibilities, including dispatch, incoming calls and team breaks
Act as the senior escalation point and support the Contact Centre Manager
Participate in a rotating overnight on-call roster

About you..

You’re a natural people person who enjoys supporting a team, solving problems and keeping things running smoothly. You’re calm when things get busy, comfortable making decisions and know how to create a positive experience for both customers and your team.

You’ll bring:

Strong written and verbal communication skills
Great attention to detail and a commitment to getting things right
Experience leading and supporting a diverse team
A calm, solutions-focused approach, even when things get busy
Strong interpersonal skills and a genuine customer-first mindset
Confidence handling challenges, escalations and problem-solving
An open mindset and the ability to adapt to change
A willingness to learn, grow and try new ways of doing things
Experience in the disability or transport sector is a bonus, but not essential
Previous WB&R experience would be great, but definitely isn’t a deal-breaker

Your Royal Rewards...

Salary Packaging: Lower your taxable income and increase your take-home pay
Maxxia Rewards: Enjoy a huge range of discounts through our salary packaging partner
Career growth: Genuine career opportunities
Work life balance: Flexible work arrangements
Salary: Competitive remuneration
Employee Assistance Program: Access to professional counselling and coaching for you and your immediate family
Leadership: Supportive and experienced leadership team
Culture: Friendly and close-knit team environment

We know diversity makes SCIA a great place to work, and we are committed to building an inclusive workplace culture that reflects the people we serve. We encourage applications from all members of our community, including Aboriginal and Torres Strait Islander peoples, LGBTIQA+ individuals, people with disability, and those from culturally and linguistically diverse backgrounds.

If you require any adjustments to participate equitably in the recruitment process, or to support you in the workplace should you be successful, please let us know. We are committed to creating an inclusive and accessible environment where all individuals can thrive.

Whats next...
SCIA has a dedicated, supportive and innovative culture and so we are looking for someone who will fit well into our team by having a positive attitude, strong relationship building skills and a passion for improving the circumstances of marginalised and disadvantaged people.

If you are interested in this rewarding and challenging opportunity please submit a covering letter explaining your interest in this role and our organisation, and your CV / resume, by clicking on the "APPLY" button.