Customer Care Team Member

Mcmillan Shakespeare Limited; Sydney; Hybrid; AUD 65,000 - 70,000; Full time

Benefits offered by this job

Strong culture & recognition program

Novated leasing benefits

12 weeks paid parental leave

Comprehensive learning and development

Sonder digital wellbeing platform

Income protection insurance

Exempt Employee Share Plan

Volunteer leave & career break

Rewards program

Job summary

Plan and Support Services is seeking a Customer Care (Contact Centre) team member to help people with disability navigate NDIS plans across Australia. The role involves assisting participants, nominees and providers via phone, email and live chat, with a focus on clear guidance and timely resolution.

You’ll work on a rotating roster across Melbourne/Sydney areas with hybrid arrangements (2 days in the office, 3 days from home) after an initial training period.

Qualifications

• Experience in customer service roles, ideally in disability sector.

Responsibilities

• Assist NDIS participants, nominees and service providers across Australia.
• Respond to enquiries via phone, email and live chat to resolve issues on first contact where possible.
• Handle high volumes in a fast-paced environment with a focus on customer experience and accuracy.

Skills

Customer service

NDIS knowledge

Job description

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.

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.

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: $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 – Melbourne and Sydney business hours. Pls adjust for Adelaide and Brisbane locations.
• 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.

If you are someone who gets satisfaction from helping others, wants your work to have a purpose beyond the everyday, we’d love to hear from you.

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.

You’ll bring:

• 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.

You don’t need to tick every box. If you care about making a meaningful difference and have the experience to support people well, we encourage you to apply.

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