NDIS Customer Engagement Specialist

nib Thrive Pty Ltd; Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

New starter benefit

Health insurance discount

Paid volunteering leave

Well Program access

Employee share plans

Life and salary continuance insurance

Parental leave 18 weeks

Cultural leave 5 days

Gender affirmation leave

Job summary

nib Thrive is seeking a Customer Engagement Consultant to provide personalised, empathetic support to NDIS participants and their representatives across phone, email and digital channels. You’ll guide onboarding, funding rules and plan utilisation, delivering clear, proactive assistance in line with NDIS pricing and regulations.

The role focuses on resolving complex enquiries with ownership and building strong relationships with participants, providers and internal teams.

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

Clear explanations

Problem solving

Accountability

Support people

Job description

nib Thrive is seeking a Customer Engagement Consultant to provide personalised, empathetic support to NDIS participants and their representatives across phone, email and digital channels. You’ll guide onboarding, funding rules and plan utilisation, delivering clear, proactive assistance in line with NDIS pricing and regulations.

The role focuses on resolving complex enquiries with ownership and building strong relationships with participants, providers and internal teams.