Assessments Team Coordinator

Location:

Sandringham
Position Type:
Permanent

To serve as a central, client-facing administrative support within the Financial Aid Assessments team, ensuring professional and empathetic client interactions, efficient processing of applications, and compliance with organisational policies. The role requires a balance of strong administrative skills and compassionate client service, supporting vulnerable individuals and families through the financial aid assessment process.

In office 5 days a week. 8:30 to 16:30 (14:30 on Fridays)

• Serve as a point of contact for clients applying for financial aid reviews.
• Assist clients with ad hoc queries and deescalate client concerns as and when they arise by either managing the issue themselves or escalating to the analyst as appropriate.
• Engage with clients in a respectful, empathetic, and culturally sensitive manner.
• Guide clients through documentation requirements and explain assessment procedures.
• Handle sensitive or confidential information discreetly and respectfully.
• Schedule and coordinate client engagement and follow-ups whenever necessary.

• Maintain accurate, up-to-date records of all client interactions and application statuses.
• Input and update data into the case management system.
• Ensure all documentation is properly verified and filed.
• Track application progress and follow up on outstanding information.
• Support analysts by preparing applications for review.
• Serve as point of contact between the organisation and 3rd party stakeholders

• Assist the Analysts in gathering, validating, and formatting data required for eligibility decisions.
• Flag inconsistencies or incomplete submissions for follow-up and engage with and support the clients to achieve a complete submission.
• Participate in periodic reviews of applications and provide status updates to clients or internal teams.
• Assist clients with admin-related or inter-organisational service referrals.

• Liaise with internal departments including social work, accounts, and care teams to support client needs.
• Communicate updates or changes to clients as directed.
• Maintain open lines of communication with clients, managing expectations and ensuring clarity on timelines

• Matric (Grade 12) with further administrative training preferred.
• 5–8 years of experience in an administrative or coordination role.
• Proven experience in client-facing roles requiring empathy, discretion, and high emotional intelligence.

• Strong data entry, document handling, and file management.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Excellent organisational skills and attention to detail.
• Excellent verbal and written communication.
• Able to maintain professional boundaries while delivering compassionate service.
• Conflict resolution and problem-solving abilities in client interactions.
• Able to work independently while collaborating with a multidisciplinary team.
• Comfortable with deadlines, multitasking, and high-volume caseloads.
• Flexible and adaptable to evolving policies and systems.
• Empathetic and client centered.
• Discreet and trustworthy.
• Proactive and solutions oriented.
• Resilient and emotionally mature.
• Committed to the values of dignity and service.
• Ability to effectively manage routine tasks while calmly and professionally dealing with client-driven interruptions.