Client Relations & Partnership Officer

This is a remote position.

Client Relations & Partnerships Officer

Company: Cleaning Corp

Employment Type: Full-Time

Work Arrangement: Remote

Schedule: Monday to Friday, aligned with Australian business hours

Reports To: General Manager

Industry: NDIS, Disability Support, Aged Care and Cleaning Services

About Cleaning Corp

Cleaning Corp is a professional cleaning company providing reliable, compassionate and high-quality cleaning services to NDIS participants, aged care clients, private clients and referral partners across New South Wales.

We are committed to delivering services that respect each client’s individual needs, preferences, dignity and independence. As our business continues to grow, we are seeking a confident and relationship-focused Client Relations & Partnerships Officer to strengthen our referral network, develop new business opportunities and support the onboarding of new clients.

About the Role

The Client Relations & Partnerships Officer will be responsible for building and maintaining professional relationships with referral partners, generating qualified service enquiries and supporting prospective clients throughout the onboarding process.

The successful candidate will communicate with Support Coordinators, Plan Managers, Recovery Coaches, Allied Health Professionals, Hospital Discharge Teams, aged care organisations, community organisations and other potential referral partners.

This position requires excellent communication, consistent follow-up, professional relationship management and accurate recordkeeping in the company’s CRM system.

Key Responsibilities

Referral Partnerships and Business Development

• Identify and connect with potential referral partners across New South Wales.
  
• Build professional relationships with Support Coordinators, Plan Managers, Recovery Coaches, Allied Health Professionals and Hospital Discharge Teams.
  
• Introduce Cleaning Corp’s services through professional phone calls, emails, online meetings and networking activities.
  
• Develop long-term referral partnerships that generate consistent and suitable client enquiries.
  
• Research relevant organisations, providers and community networks that may benefit from partnering with Cleaning Corp.
  
• Maintain regular contact with existing referral partners and provide appropriate service updates.
  
• Represent Cleaning Corp professionally during meetings, presentations and partnership discussions.
  

Lead and Client Management

• Respond promptly and professionally to enquiries received through phone, email, the company website and referral partners.
  
• Gather complete information about each prospective client’s cleaning needs, service location, preferred schedule, funding arrangement and relevant support requirements.
  
• Ensure all new enquiries are recorded accurately in Zoho CRM.
  
• Follow up with prospective clients and referral partners until an outcome is reached.
  
• Coordinate with the Administration and Rostering Teams to ensure a smooth transition from enquiry to service commencement.
  
• Ensure quotations, service information and required onboarding forms are sent to clients promptly.
  
• Confirm that the Service Agreement has been signed before cleaning services begin.
  
• Maintain clear and respectful communication with clients, nominees, family members and support representatives.
  

Relationship Management

• Act as a professional point of contact for referral partners and prospective clients.
  
• Build trust by providing timely updates and following through on commitments.
  
• Address general questions about Cleaning Corp’s services, service coverage and onboarding process.
  
• Escalate complaints, service concerns or sensitive matters to the General Manager or appropriate department.
  
• Request feedback from referral partners and clients to identify opportunities for service improvement.
  
• Support client retention by maintaining positive and consistent communication.
  

Reporting and Administration

• Maintain accurate notes, activities, follow-up dates and lead statuses in Zoho CRM.
  

• Prepare weekly reports covering:
  
  

  • New leads received
    
  • Referral partners contacted
    
  • Follow-up activities completed
    
  • Meetings booked
    
  • Clients onboarded
    
  • Leads converted or lost
    
  • Partnership opportunities and outcomes
    
• Maintain an organised database of referral partners and professional contacts.
  
• Follow company procedures relating to confidentiality, privacy, client information and professional communication.
  
• Work collaboratively with the General Manager, Administration, Rostering, Accounts and Recruitment and Compliance Teams.
  

Key Performance Indicators

Performance may be measured through:

• Number of qualified referral partners contacted
  
• Number of partnership meetings scheduled
  
• Number of new client enquiries generated
  
• Lead response and follow-up time
  
• Lead-to-client conversion rate
  
• Accuracy of CRM records
  
• Number of clients successfully onboarded
  
• Quality of professional relationships developed
  
• Client and referral partner feedback
  
• Compliance with company procedures and reporting requirements
  

Requirements

Qualifications and Experience

• Previous experience in client relations, business development, partnerships, sales, customer service or account management.
  
• Experience in the NDIS, disability, healthcare, aged care, community services or cleaning industry is highly desirable.
  
• Understanding of NDIS participants, Support Coordinators, Plan Managers and other referral pathways is an advantage.
  
• Strong written and verbal English communication skills.
  
• Confidence communicating with Australian clients and professionals by phone, email and video meeting.
  
• Experience using CRM systems is required; experience with Zoho CRM or Zoho One is highly regarded.
  
• Strong organisational, research and follow-up skills.
  
• Ability to manage multiple enquiries and priorities without losing attention to detail.
  
• Ability to work independently while collaborating with a remote team.
  

Personal Attributes

The ideal candidate will be:

• Professional, confident and respectful
  
• Warm, compassionate and client-focused
  
• Proactive and comfortable initiating conversations
  
• Consistent and disciplined with follow-ups
  
• Results-oriented without using aggressive sales techniques
  
• Organised and attentive to detail
  
• Trustworthy when handling confidential information
  
• Comfortable communicating with people from diverse backgrounds
  
• Able to remain calm and professional when handling concerns or objections
  

Remote Work Requirements

Applicants must have:

• A reliable computer or laptop
  
• A stable high-speed internet connection
  
• A quiet and professional working environment
  
• A suitable headset for calls and online meetings
  
• Reliable backup internet or a contingency plan for outages
  
• Availability to work during the required Australian business hours
  

Benefits

What We Offer

• A full-time remote position
  
• A supportive and growing professional team
  
• Training on Cleaning Corp’s services and internal processes
  
• Access to company systems, including Zoho applications
  
• Opportunities for professional growth and increased responsibility
  
• The opportunity to contribute directly to the company’s client growth and referral network
  
• Meaningful work supporting NDIS participants, aged care clients and the wider community
  

Shortlisted applicants will be invited to attend an online video interview. Applicants may also be asked to complete a short practical assessment involving a sample referral-partner email or introductory call scenario.

Cleaning Corp is committed to respectful, inclusive and professional service delivery. We welcome applications from candidates who share our commitment to quality, compassion, accountability and excellent client service.