NDIS Customer Care Specialist

Mcmillan Shakespeare Group; Brisbane; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Novated leasing benefits and discounts

12 weeks paid parental leave

Comprehensive learning and development

Sonder digital wellbeing platform, 24/

Annual flu vaccinations

Income protection insurance

Exempt Employee Share Plan

Job summary

Plan and Support Services is hiring a Customer Care (Contact Centre) team member to join our Brisbane office. You will assist NDIS participants, nominees and service providers across Australia, guiding them through questions and processes.

You’ll handle phone, email and live chat, resolve issues on first contact when possible, and maintain records across systems while collaborating with internal teams to ensure a positive experience.

Qualifications

• You must have at least 12 months in a call/contact centre in a customer care role.
• Experience supporting customers, participants, providers or stakeholders in a service-focused environment.
• An understanding of the NDIS is a bonus but not essential (training provided).
• Strong communication skills and the ability to explain information clearly and respectfully.
• A practical, solutions-focused approach when things don’t go to plan.
• The ability to manage complex conversations.
• A willingness to learn and develop across different customer service functions.
• A collaborative approach and the confidence to take ownership of customer enquiries from start to finish.
• Plan Management NDIS experience will be highly valued.

Responsibilities

• Speak with NDIS participants, nominees and service providers across Australia, helping them navigate questions and concerns.
• Respond to inquiries through phone, email and live chat, aiming to resolve issues the first time wherever possible.
• Handle a high volume of enquiries in a fast-paced environment, balancing customer experience, quality and efficiency.
• Listen carefully, understand what each customer needs and provide appropriate support.
• Explain NDIS processes, funding and services clearly to people with varying levels of understanding.
• Make outbound calls to provide helpful information and improve the customer experience.
• Keep accurate records of conversations across multiple systems.
• Work closely with internal teams and external stakeholders, escalating issues when needed.
• Take ownership of customer enquiries through to resolution.

Skills

Customer service

Communication skills

Active listening

Problem solving

Collaboration

Tools

CRM systems

Job description

Plan and Support Services is hiring a Customer Care (Contact Centre) team member to join our Brisbane office. You will assist NDIS participants, nominees and service providers across Australia, guiding them through questions and processes.

You’ll handle phone, email and live chat, resolve issues on first contact when possible, and maintain records across systems while collaborating with internal teams to ensure a positive experience.