Customer Care Team Member

Plan Tracker and Plan Partners are Plan Management and Support Coordination providers supporting NDIS participants around the country. As part of McMillan Shakespeare Group, we have delivered these services to people living with a disability since October 2016 and since then we have rapidly grown to become one of Australia’s leading experts in NDIS Plan Management and Support Coordination In this permanent full-time Customer Service role, you will be providing tools, information and education to people living with a disability and/or their careers via inbound calls and emails within a contact centre environment. As our customer’s first contact with Plan Partners, you will need to assist people professionally, patiently and with empathy as you provide support, problem solve and triage queries from your customers 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 Your role will include:

• Simplify the NDIS by providing tools, services and education to participants, families, and providers
• Respond to customer inquiries via phone, email, and live chat providing accurate and timely information
• Maintain and update records of every customer transaction including details of comments, enquiries, complaints, and actions taken via call notes in the company’s systems
• Respond to customer inquiries via phone, email, and live chat providing accurate and timely information

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

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 [email protected]