Customer Service Consultant

My Plan Manager; Adelaide; Hybrid; AUD 55,000 - 70,000; Full time

Benefits offered by this job

4 weeks annual leave

Novated Leasing opportunities

Volunteer days

Health Insurance Discounts

Employee Stock Purchase Program

Paid parental leave

Flexible and hybrid work arrangements

Mental Health and Wellbeing Support

Job summary

My Plan Manager (MPM) is recruiting Customer Service Consultants in Adelaide to support NDIS participants, providers and networks. You will handle inbound calls, resolve inquiries with empathy, process invoices and assist clients in maximizing their NDIS funding while delivering outstanding service.

The role spans phone-based support and administrative case management in a fast-paced, hybrid work environment with strong team collaboration and growth opportunities within the Gallagher Bassett

Qualifications

• Experience in contact centers or call centers.
• Experience in customer support or administration roles.
• Experience in retail, banking, insurance, hospitality or healthcare services.
• A genuine passion for helping people.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.

Responsibilities

• Answer inbound calls from clients, providers and support networks.
• Deliver exceptional customer service with a focus on first-contact resolution.
• Investigate and resolve customer enquiries with empathy and professionalism.
• Process invoices and manage customer cases accurately and efficiently.
• Support clients to better understand and maximize their NDIS funding.
• Build positive relationships with clients and stakeholders.
• Maintain accurate records and meet service standards and performance goals.
• Collaborate with a supportive team committed to delivering outstanding outcomes for clients.

Skills

Call center

Customer service

Attention to detail

Empathy

Communication

Team player

Job description

At My Plan Manager (MPM), we're passionate about helping Australians living with disability get the most from their NDIS plans. As one of Australia's leading plan management providers and a wholly owned subsidiary of Gallagher Bassett, a global leader in claims and risk management, we're committed to delivering exceptional service, innovation and care to participants, providers and communities.

We're currently recruiting Customer Service Consultants for our September and October intakes. If you have experience in a call center, contact center, customer service, retail, banking, hospitality, telecommunications, health administration or another fast-paced customer-facing environment, we'd love to hear from you.

As a Customer Service Consultant, you'll be the first point of contact for clients, providers and support networks, helping resolve enquiries, process invoices and support NDIS participants to maximize their funding. Working across both phone-based customer service and administrative case management, you'll play a key role in delivering outstanding customer experiences and meaningful outcomes.

This is an excellent opportunity to start or grow your career with a purpose-driven organisation where your customer service skills can make a real difference every day.

How you'll make an impact

Answer inbound calls from clients, providers and support networks

Deliver exceptional customer service with a focus on first-contact resolution

Investigate and resolve customer enquiries with empathy and professionalism

Process invoices and manage customer cases accurately and efficiently

Support clients to better understand and maximize their NDIS funding

Build positive relationships with clients and stakeholders

Maintain accurate records and meet service standards and performance goals

Collaborate with a supportive team committed to delivering outstanding outcomes for clients

About you

We're particularly interested in candidates who have experience in:

Contact centers or call centers

Customer support or administration roles

Retail, banking, insurance, hospitality or healthcare services

You'll also bring:

A genuine passion for helping people

Excellent communication and interpersonal skills

Strong problem-solving abilities and attention to detail

Confidence managing customer enquiries and difficult conversations

A positive, resilient and team-oriented attitude

The ability to adapt to changing priorities in a fast-paced environment

Current WWCC and NDIS Worker Clearance (or the ability to obtain these), as well as being a current holder of (or the ability to obtain) MyID Digital ID

Why Join My Plan Manager?

At MPM, we believe our people are our greatest strength. We foster a culture built on teamwork, innovation, excellence and fun, while remaining committed to delivering genuine, compassionate support to the disability community.

Comprehensive training and ongoing development

Supportive and inclusive team culture

Career progression opportunities across MPM and Gallagher Bassett

Health and wellbeing initiatives

Flexible and hybrid working arrangements

The opportunity to build a meaningful career while making a real difference to people's lives

Compensation and benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave

Novated Leasing opportunities

Two paid volunteer days annually

Health Insurance Discounts with our Group Insurance Plan

Employee Stock Purchase Program

Paid parental leave

Other benefits include:

Flexible and hybrid work arrangements

Mental Health and Wellbeing Support for yourself and immediate family members

Employee Recognition Awards and Service Milestone Recognitions

Access to Reward Gateway – discount offers at over 350 retailers!

And more...

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as "protected characteristics") by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Only candidates with the right to live and work in Australia will be considered for this position.

Agency candidates will not be considered for this position.

My Plan Manager and Gallagher Bassett are proud to be Equal Opportunity Employers. We value inclusion and diversity and are committed to providing reasonable adjustments throughout the recruitment process.