Customer Care Team Member

Plan Partners; Brisbane; Hybrid; AUD 65,000 - 70,000; Full time

Benefits offered by this job

Hybrid work

Parental leave (12 weeks)

Novated leasing

Wellbeing platform

Income protection

Employee share plan

Volunteer leave

Career development

Diversity & inclusion

Job summary

Plan and Support Services is seeking a Customer Care team member to assist Australians with disability in navigating NDIS plans. You will work across Australia in a hybrid model (office days + work-from-home), with four weeks of training to set you up for success.

The role involves guiding participants, service providers and nominees, answering inquiries by phone, email and live chat, and keeping records up to date.

Qualifications

• Minimum 12 months experience in a call/contact centre in a customer care role.
• Experience supporting customers, participants, providers or stakeholders in a service-focused environment.
• Understanding of the NDIS is a bonus but training is provided.

Responsibilities

• Speak with NDIS participants, nominees and service providers across Australia to navigate questions and processes.
• Respond to enquiries via phone, email and live chat; aim to resolve issues first time where possible.
• Maintain accurate records across multiple systems and escalate issues when needed.

Skills

Customer service

Call centre experience

NDIS knowledge

Job description

At Plan and Support Services, we help people with disability get the most out of their NDIS plans — and we are looking for a Customer Care (Contact Centre) team member to join our team.

We are looking to hire in our Adelaide, Brisbane, Perth and Chatswood offices. You will be there when our customers need guidance, answers and support. Whether it is helping a NDIS participant understand their plan, supporting a service provider, resolving an issue or simply making someone’s day a little easier, your work will have a genuine impact.

Salary and working hours

Salary: $65,000 + 12% super, with up to $70,000 + 12% super available for candidates with extensive NDIS experience in a similar role.

Rotating Roster from: 8am to 6pm Monday to Friday – VIC trading hours. Pls adjust for SA, QLD and WA to this time zone.

Hybrid Long Term: 2 days in the office and 3 days from home (Tuesdays and Wednesdays) in the office.

Training: 4 weeks training to set you up for success - first day in office to set up your tech, then day 2 to 10 is working from home then from week 3 - hybrid 2 days office, 3 days home.

What you will be doing

Speak with NDIS participants, nominees and service providers across Australia, helping them navigate questions, concerns and complex NDIS processes. Respond to enquiries through phone, email and live chat, aiming to resolve issues the first time wherever possible. Handle a high volume of enquiries in a fast-paced environment, balancing customer experience, quality and efficiency. Listen carefully, understand what each customer needs and provide appropriate support, including situations where customers may be frustrated, confused or experiencing challenging circumstances. Explain NDIS processes, funding and services clearly and confidently to people with varying levels of understanding. Make outbound calls to provide helpful information and improve the customer experience. Keep accurate records of conversations, enquiries and outcomes across multiple systems. Work closely with internal teams and external stakeholders, escalating issues when needed. Take ownership of customer enquiries through to resolution, even when the answer is not immediately available. Build your knowledge of the NDIS, our services and provider processes so you can give customers clear and confident support. You will be working with people from all walks of life, and no two conversations will be exactly the same – so no two days will be the same.

What you’ll bring

You will come from a customer service background, or you may already have experience in the disability sector in Customer Care, Support Coordinator, Plan Management or similar role. What matters most is your ability to listen, understand what someone needs and work with them to find a practical solution.

• A minimum of 12 month’s experience in a call/contact centre in a customer care role
• Experience supporting customers, participants, providers or stakeholders in a service-focused environment.
• An understanding of the NDIS and the people and organisations who interact with it is a bonus but not essential (we provide training on NDIS.)
• Strong communication skills and the ability to explain information clearly and respectfully.
• A practical, solutions-focused approach when things don’t go to plan.
• The ability to manage complex conversations.
• A willingness to learn and develop across different customer service functions, supporting changing customer demand and team priorities.
• A collaborative approach and the confidence to take ownership of customer enquiries from start to finish.
• Plan Management NDIS experience will be highly valued

What we can offer you:

• Strong culture and the support of a values-based recognition program
• Novated leasing benefits and discounts
• 12 weeks paid parental leave
• Comprehensive learning and development opportunities to support your career growth
• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan
• Volunteer leave & Career break
• MMS Rewards program
• Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.
• We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
• We value the skills and attributes veterans can bring to our organisation.
• We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work. If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at [e-mail].

The McMillan Shakespeare Group (MMS) is a trusted provider of salary packaging, novated leasing, disability plan management and support co-ordination, asset management and related financial products and services. From our origins in 1988 when we created Australia’s salary packaging industry to today, MMS has a proud history of innovation and exceptional service. Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.