NDIS Customer Care Specialist — Part-Time Hybrid

McMillan Shakespeare; Brisbane; Hybrid; AUD 65,000 - 70,000; Part time

Benefits offered by this job

Recognition program

Novated leasing

12 weeks parental leave

Learning and development opportunities

Sonder wellbeing platform

Income protection insurance

Employee share plan

Job summary

McMillan Shakespeare Group is seeking a Customer Care (Contact Centre) team member to support NDIS participants, nominees and providers across Australia. The role offers part-time hours with hybrid work options and upskilling on NDIS processes, delivering guidance and solutions with empathy and clarity.

You will handle inquiries via phone, email and live chat, contributing to a positive customer experience while maintaining accurate records and collaborating with internal teams.

Qualifications

• You will come from a customer service background, or you may already have experience in the disability sector in Customer Care, Support Coordinator, Plan Management or similar role.
• Strong communication skills and the ability to explain information clearly and respectfully.
• The ability to listen, understand what someone needs and work with them to find a practical solution.

Responsibilities

• Speak with NDIS participants, nominees and service providers across Australia, helping them navigate questions, concerns and complex NDIS processes.
• Respond to enquiries 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, including situations where customers may be frustrated, confused or experiencing challenging circumstances.
• Explain NDIS processes, funding and services clearly and confidently to people with varying levels of understanding.
• Make outbound calls to provide helpful information and improve the customer experience.
• Keep accurate records of conversations, enquiries and outcomes across multiple systems.
• Work closely with internal teams and external stakeholders, escalating issues when needed.
• Take ownership of customer enquiries through to resolution, even when the answer is not immediately available.
• Build your knowledge of the NDIS, our services and provider processes so you can give customers clear and confident support.

Skills

Customer service

Active listening

Communication

Job description

McMillan Shakespeare Group is seeking a Customer Care (Contact Centre) team member to support NDIS participants, nominees and providers across Australia. The role offers part-time hours with hybrid work options and upskilling on NDIS processes, delivering guidance and solutions with empathy and clarity.

You will handle inquiries via phone, email and live chat, contributing to a positive customer experience while maintaining accurate records and collaborating with internal teams.