The Ideal Plan Management Division manages the plans of NDIS participants and as an NDIS Customer Service Officer, you will act as the first point of contact for the participants via phone or email.
Successful candidates will need to possess high-level organisational skills, agility and willingness to assist in multiple areas relating to the business. You must have strong attention to detail with the ability to take initiative, build and maintain relationships.
The key responsibilities of this role will include:
• Provide and maintain high-quality Plan Management services and provide accurate advice to participants
• Collaborate and share knowledge with other members of the team
• Undertake customer and stakeholder liaison and negotiation activities to resolve customer enquiries and complaints
• Maintain positive relationships with internal and external stakeholders, including service providers
• Manage a variety of inbound customer enquiries and correspondence including account enquiries
• Contribute and conduct data reconciliations to ensure data integrity is maintained
To be successful, you will have:
• Demonstrated ability to learn, comprehend and apply complex information
• Demonstrated ability to apply critical thinking to a wide variety of situations, in group settings and independently.
• A willingness to learn and develop an in-depth understanding of the NDIS Pricing Arrangement, Operational Guidelines and legislation.
• Sound understanding of best practice service management principles and practices
• Excellent problem-solving skills and customer focus to deal with enquiries with diplomacy and tact
• Have exceptional communication skills, both verbal and written
• Proven ability to work with minimal supervision and to prioritise work within tight timeframes in a dynamic office environment
• A high level of professionalism and attention to detail
Successful candidates will need to complete a National Police check as a pre-requisite of employment.
A tertiary qualification in any discipline is required. Candidates with qualifications in Human Services, Community Services, Public Administration, or a related field, and/or experience in the NDIS, disability, or community sector, will be highly regarded.
IDEAL Plan Management is an Equal Opportunity Employer and encourages applications from people with a disability and their carers, Aboriginal and Torres Strait Islander people, and people from culturally and linguistically diverse backgrounds.
How to Apply:
Please email a copy of your CV and cover letter to, explaining your suitability to fulfill the requirements of the role as provided in the position profile.