Customer Care Team Member

Anglo Scottish Asset Finance Limited; Brisbane; Hybrid; AUD 65,000 - 70,000; Full time

Benefits offered by this job

Novated leasing

12 weeks paid parental leave

Hybrid working

Sonder wellbeing platform

Income protection

Exempt Employee Share Plan

Job summary

Plan and Support Services is hiring a Customer Care (Contact Centre) team member to support NDIS participants across Australia. The role involves phone, email and live chat, with a focus on first-contact resolution and accurate record-keeping.

You will join a hybrid team based in Adelaide, Brisbane, Perth or Chatswood, with training and ongoing development. Salary starts at $65,000 plus 12% super, with potential to reach $70,000+ super for experienced candidates.

Qualifications

• 12+ months experience in a call/contact centre or customer care role.
• Strong communication skills and ability to explain information clearly and respectfully.
• Willingness to learn and adapt across customer service functions.

Responsibilities

• Speak with NDIS participants, nominees and service providers across Australia to resolve questions and issues.
• Handle phone, email and live chat enquiries; aim to resolve on first contact.
• Maintain accurate records across multiple systems and escalate where needed.

Skills

Call centre experience

Strong communication

NDIS knowledge (bonus)

Ability to explain information clearly

Collaborative approach

Job description

Customer Care (Contact Centre) Team Member

What if your next customer service role could be about more than answering calls? 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.

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.

What you’ll bring

• 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.
• 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.

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

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.

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: 8am to 6pm Monday to Friday – VIC trading hours. 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.