Address Our participants, Our people, Our purpose
Currently, there are around 4.3 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 600,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.
A new role awaits
We have multiple exciting opportunities to join as an APS4 NCC Service Officer within the NDIA’s National Contact Centre (NCC). NCC acts as the main communication channel for people to contact the NDIS. It responds to telephone, email and webchat enquiries from NDIS participants, prospective participants, providers, organisations and the general public. The NCC also makes some outbound calls to Participants.The NCC operates between 8am and 8pm, local time and has multiple offices across Australia. This role will primarily involve inbound call centre work, that is, answering calls, requiring you to work as a shift worker with a rotating shift pattern of 7.5 hours per day from Monday to Friday. We endeavour to cover the queues using our national footprint to cover all operational hours. However, you may in future be asked to work on public holidays or weekends.There are multiple positions available, located in Midland WA, Dandenong VIC and Robina QLD. Whilst the NDIA endeavours to support flexible work arrangements where possible, due to the nature of this role, it is preferred that new starters work primarily in the office for the first 4 to 6 months. After this initial period, some flexible work from home arrangements may be considered. This is a shift work position, so you must be available to work during the NCC’s operating hours and follow the rotating shift pattern.
Where you can add value
As an APS4 National Contact Centre Service Officer, you will play a vital role in providing exceptional customer service and support to those who contact the NDIS National Contact Centre. Your efforts will contribute to the NDIAs objectives to create a world-class National Disability Insurance Scheme, and you will have the opportunity to positively impact the lives of many individuals and their families.To be successful in this role we are looking for candidates that can demonstrate:• Empathy and patience while communicating with callers• Previous call centre and customer service experience• Effective communication skills when under pressure• A willingness to put the participants at the heart of everything they do
Enough about us, let’s talk about you
The ideal candidate should have a background in service delivery and be familiar with working in a Contact Centre. You will be able to work in a team environment and be a positive influence on your team and your work environment. To join our team, you will have: • A positive contemporary attitude to people with a disability and value social inclusion and diversity• Experience dealing with complex and at times confronting enquiries • Attention to detail • A willingness to work within a team environment.
Your NDIA Experience
We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. Collaborating, connecting and creating a workplace that we can all be proud of. And while we are based far and wide across the country, we make sure nobody feels they're out on their own. • You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.• Competitive remuneration and working conditions that support a positive work life balance• Access to ongoing professional development and learning We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 18 months may be offered.Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.
Applications for this role close on 8 February 2024 at 11:30 PM (AEDT).
If you have any questions, please contact Sophie Landwehr on 08 8922 0941 or email sophie.landwehr2@ndis.gov.au
With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.
NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.
RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.
The health and safety of workers, Participants and other visitors in our offices is our highest priority. Some roles within the National Disability Insurance Agency are covered by government Health Orders or Directives that require mandatory vaccinations.
