Hybrid NDIS Customer Concierge & Plan Navigator

Nib Thrive Pty; Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

New starter benefit to help set up a a

50% discount on employee health cover

Volunteer leave via nib Foundation

Well Program access

Share plans and incentive programs

Parental leave (18 weeks)

Job summary

nib Thrive Pty in Melbourne is seeking a Customer Engagement Consultant to provide personalised, empathetic support to NDIS participants across phone, email and digital channels. You will guide onboarding, explain funding rules and plan utilisation, delivering clear, proactive and solution-focused assistance.

You will build trusted relationships, resolve complex enquiries with care, and contribute to service improvements.

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.
• A high level of accountability and ownership.
• Genuine passion for supporting people and improving outcomes.

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.
• Contribute to continuous improvement and customer experience uplift.

Skills

Customer service

Empathy

Problem solving

Relationship building

Job description

nib Thrive Pty in Melbourne is seeking a Customer Engagement Consultant to provide personalised, empathetic support to NDIS participants across phone, email and digital channels. You will guide onboarding, explain funding rules and plan utilisation, delivering clear, proactive and solution-focused assistance.

You will build trusted relationships, resolve complex enquiries with care, and contribute to service improvements.