Making a difference isn't just our purpose, it's what motivates our people every day. For us, work is not about ticking a box. It's about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.
Here's how you will make a difference in this role…
As a Customer Care Team Member you will champion our value of Customer Always, demonstrating a customer-centric mindset in all your interactions. You will be the first point of contact for customers, service providers and support coordinators responding promptly, helping with enquiries and resolving issues.
You'll be working in a high-volume, fast-paced customer care environment supporting people navigating the NDIS. Many calls are complex, emotionally charged, and time-sensitive.
This role is not passive support. It requires focus, resilience, and accuracy under pressure.
At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:
* Handling a high volume of inbound enquiries via phone, email, and live chat, often back-to-back with limited downtime
* Supporting participants, families, and providers through complex NDIS processes, where callers may be distressed, frustrated, or confused
* Explaining rules, funding, and services clearly and repeatedly to people with varying levels of understanding
* Managing complaints and difficult conversations while remaining calm, empathetic, and professional
* Accurately documenting every interaction in detail — notes, actions, outcomes — in multiple internal systems
* Balancing speed, accuracy, and quality in a KPI-driven environment (call handling, documentation, resolution)
* Taking ownership of issues through to resolution, even when answers are not straightforward or immediate
What you'll bring…
* A strong customer service focus with calls, emails and / or live chat to customers
* Minimum of 1 to 2 years experience working in Contact Centre to KPIs
* NDIS knowledge and experience preferable but not necessary
* You enjoy assisting customers with their enquiries and can provide simple explanations to complex issues
* Exceptional verbal and written communication skills
* Proficient use of Client Relationship Management Systems
What we can offer you:
* Novated leasing benefits and discounts
* 12 weeks paid parental leave and access to our Parents Portal
* Comprehensive learning and development opportunities to support your career growth
* Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
* Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
* Exempt Employee Share Plan
If your application is successful, you will be sent an Invitation via email in the next few days to take part in Video Interview for this position.
If successful in the video interview, we will then be in contact with you via phone for the next step in the Selection process.
Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.
* We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
* We embrace hybrid working and welcome conversations about flexibility.
Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.
If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at
Due to new NDIS government regulations you will need an active myID to access our internal systems once you begin the role