Customer Care Team Member - Part-Time

Plan Partners; Brisbane; Hybrid; AUD 65.000 - 70.000; Teilzeit

Benefits dieser Stelle

Novated leasing benefits and discounts

12 weeks paid parental leave

Comprehensive learning and development

Wellbeing platform (Sonder)

Zusammenfassung

Plan Partners is recruiting for a Customer Care (Contact Centre) team member to support NDIS participants, nominees and service providers across Australia. The role involves handling inquiries by phone, email and live chat, guiding customers through NDIS processes, and resolving issues with care and accuracy.

We offer hybrid long-term work with part-time hours (9:30–2:30 or 10:00–3:00, Mon–Fri) and flexible scheduling across time zones, plus pro rata salary with 12% super and opportunities for

Qualifikationen

• Minimum of 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.

Aufgaben

• Speak with NDIS participants, nominees and service providers across Australia, guiding them through questions and complex processes.
• Respond to enquiries via phone, email and live chat, aiming to resolve issues on first contact.
• Keep accurate records across multiple systems and escalate issues when needed.

Kenntnisse

Call centre experience

Customer care

NDIS knowledge (bonus)

Jobbeschreibung

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

Part-Time: 9.30am to 2.30pm or 10.00am to 3.00pm Monday to Friday – VIC hours. Pls adjust for QLD and SA time zones.

Hybrid Long Term: 2 days in the office and 3 days from home (Tuesdays and Wednesdays) in the office Training: to set you up for success - first day in office to set up your tech, then hybrid.

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. 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. You don’t need to tick every box.

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


• 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.

If you identify as a person living with disability and require adjustments to our recruitment process

Plan Partners began in 2016 with just four people working out of a tiny office in Blacktown, Sydney. Today, we’re one of Australia’s leading providers of plan management and support coordination with five offices across Australia, supporting thousands of customers with their plans and funding. Our values are still grounded in the same principles we set out with, that behind every NDIS plan, there’s a person, a person with dreams and goals. We offer a positive, open‑culture team environment and the opportunity to be part of an organisation that recognises your talents and supports you to develop your skills and career.