Hybrid NDIS Customer Engagement Specialist

nib Group; Melbourne; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

New starter workspace setup

Health insurance discount

Volunteer leave

Well Program access

Fitness discounts

Employee share plans

Parental leave

Job summary

nib Group is hiring a Customer Engagement Consultant for nib Thrive, delivering personalised and empathetic support to NDIS participants across phone, email and digital channels. You’ll guide onboarding, plan navigation and funding rules while resolving complex enquiries with clear, proactive advice.

You’ll thrive in a fast-paced, customer-focused environment, building relationships with participants and providers, and contributing to continuous improvement in customer experience.

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.
• A 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

Communication

Problem-solving

Accountability

Empathy

Job description

nib Group is hiring a Customer Engagement Consultant for nib Thrive, delivering personalised and empathetic support to NDIS participants across phone, email and digital channels. You’ll guide onboarding, plan navigation and funding rules while resolving complex enquiries with clear, proactive advice.

You’ll thrive in a fast-paced, customer-focused environment, building relationships with participants and providers, and contributing to continuous improvement in customer experience.