Customer Engagement Consultant - Instacare

nib Thrive Pty Ltd; Melbourne; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

New starter benefit

50% health insurance discount

Volunteer leave

nib Well Program

fitness discounts

Employee share plans

Short-term incentive program

Parental leave

Job summary

Nib Thrive, part of nib Group, is seeking a Customer Engagement Consultant to support NDIS participants and their representatives. You will assist across phone, email and digital channels, helping participants navigate plans and funding with empathy, clarity and practical guidance.

The role emphasizes onboarding, funding rules, plan utilisation and strong relationships with participants, providers and internal teams.

Qualifications

• Experience in customer service or contact centre environments.
• Strong communication and relationship-building skills.
• Ability to explain complex information simply and clearly.
• Proven problem-solving capability and sound judgement.
• High level of accountability and ownership.

Responsibilities

• Deliver exceptional, personalised service across all customer interactions.
• Guide participants through onboarding, funding rules and plan utilisation.
• Provide clear, accurate advice aligned with NDIS pricing and regulations.
• Resolve complex enquiries with empathy, clarity and ownership.
• Achieve first contact resolution wherever possible.
• Proactively identify risks, issues or disengagement and act early.
• Support participants and providers with invoice and payment queries.
• Build strong relationships with participants, providers and internal teams.
• Capture accurate records and insights to improve service delivery.

Skills

Customer service

Communication

Relationship-building

Clear explanations

Accountability

Problem solving

Job description

About the role

As a Customer Engagement Consultant with Instacare, part of nib Thrive, you’ll support NDIS participants and their representatives when they need guidance, answers or simply someone who can make things easier. Across phone, email and digital channels, you’ll build trusted relationships, make complex information easier to understand and help participants navigate their plans and funding with greater confidence. From welcoming new participants and answering funding questions to resolving invoice enquiries and navigating more complex situations, you’ll bring empathy, practical support and problem-solving to every interaction.

What you’ll be doing

• Deliver exceptional, personalised service across all customer interactions
• Guide participants through onboarding, funding rules and plan utilisation
• Provide clear, accurate advice aligned with NDIS pricing and regulations
• Resolve complex enquiries with empathy, clarity and ownership
• Achieve first contact resolution wherever possible
• Proactively identify risks, issues or disengagement and act early
• Support participants and providers with invoice and payment queries
• Build strong relationships with participants, providers and internal teams
• Capture accurate records and insights to improve service delivery
• Contribute to continuous improvement and customer experience uplift

About you

You’re a strong communicator who combines empathy with problem-solving capability. You thrive in a fast-paced, customer-focused environment and take pride in delivering meaningful outcomes. You’ll bring:

• Experience in customer service or contact centre environments
• Strong communication and relationship-building skills
• Ability to explain complex information simply and clearly
• Proven problem-solving capability and sound judgement
• A high level of accountability and ownership
• A genuine passion for supporting people and improving outcomes

Highly regarded

• Experience within NDIS or the disability sector
• Understanding of NDIS funding and pricing frameworks
• Lived or professional experience supporting people with disability

About nib Thrive

Nib’s vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion. nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib Group. In November 2022, nib acquired its first registered NDIS Plan Manager, since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family.

Diversity, equity and inclusion

We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members.

Nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at careers @nib.com.au.

Working at nib

Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose.

Other benefits to support you at work (and play)

• New starter benefit to help set up a functional home workspace
• 50% discount on employee health insurance
• The opportunity to give back to the community through paid leave for volunteering through nib foundation
• Access to our nib Well Program and corporate fitness discounts
• Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits
• 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines.

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

All successful applicants will be required to obtain and hold valid NDIS clearances, including a valid working with children check as per nib’s NDIS Workforce Policy.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

Who we are

Nib Group is a trusted international health partner, empowering our members to make better decisions and improve health outcomes through greater accessibility to affordable health services and information. nib Group provides health and medical insurance to over 1.6 million Australian and New Zealand residents. We also provide health insurance to more than 190,000 international students and workers in Australia. In addition, we are Australia's third largest travel insurer and global distributor of travel insurance through our business nib Travel, providing financial protection and assurance to travellers wherever they are in the world.

Our Purpose

Our purpose is your better health. We are a trusted partner in helping our members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.