Hybrid NDIS Customer Experience Consultant

Nib Health Funds Limited; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

New starter benefit

50% discount on employee health cover

Volunteer leave opportunities

Well Program access

Corporate fitness discounts

Employee share plans and incentives

Job summary

Nib Health Funds Limited is seeking a Customer Engagement Consultant to support nib Thrive customers, including NDIS participants and their representatives, across phone, email and digital channels in a hybrid Melbourne-based position.

You will guide onboarding, explain funding rules and plan utilisation, and deliver empathetic, clear advice while resolving complex enquiries with ownership and a focus on first-contact resolution.

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 experience

Strong communication

Explain complex information

Problem solving

Accountability

Passion for helping others

Job description

Nib Health Funds Limited is seeking a Customer Engagement Consultant to support nib Thrive customers, including NDIS participants and their representatives, across phone, email and digital channels in a hybrid Melbourne-based position.

You will guide onboarding, explain funding rules and plan utilisation, and deliver empathetic, clear advice while resolving complex enquiries with ownership and a focus on first-contact resolution.