Aps6 National Call Centre Service Team Leader

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

The NDIA is seeking an enthusiastic and quality focused APS6 Team Leader to join the National Call Centre (NCC) team. The position is a leadership position within the Agency and will have delegated authority and responsibility to resolve issues and risks across a range of activities.
The NCC is the main communication channel for people to contact the NDIS. The NCC responds to enquiries from participants, prospective participants, providers, organisations and the general public.

Where you can add value

As an APS6 Team Leader, you will be responsible for inspiring and motivating a team of services offers to provide quality services and outcomes.
Additional duties include but are not limited to:

• Managing escalated service, enquiries, complaints, secure and sensitive data and interactions
• Providing operational support for the branch, identifying improvement opportunities, and driving service delivery efficiency across the NCC
• Completing performance reviews, providing constructive feedback, building the team’s knowledge and awareness of the Agency
• Coaching individuals, setting performance expectations, and completing Quality Assessments for Service Officers
• Co-ordinating and distributing communications, drafting correspondence and reports, monitoring enquiries, identifying trends, managing feedback and reporting to stakeholders

The NCC operates between 8am and 8pm. This role will primarily involve inbound Call Centre work, requiring you to work as a shift worker with a rotating shift pattern of 7.5 hours per day from Monday to Friday. However, you may be asked to work on public holidays or weekends.
There are multiple positions available, located in Midland WA, Dandenong VIC, Deakin ACT 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 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 NCCs operating hours and follow the rotating shift pattern.

Enough about us, let’s talk about you

The successful applicant will have 2+ years Call Centre experience managing frontline Service Teams. They will have proven experience in managing customer service escalations ideally in the disability sector. You will have managed a team of agents, while also coaching and building capabilities within your team. You will be able to help identify areas of improvement and implement new processes in an effective way to minimises risk and enhance the participant’s experience.
You will demonstrate a positive attitude to people with a disability, value social inclusion and diversity, have a high level of communication and interpersonal skills.

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. We collaborate, connect and work together to create a workplace that makes us proud. And while we are based far and wide across the country, we make sure nobody feels they are 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.
• Access to higher superannuation and above market leave entitlements
• 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 12 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 11:30pm AEDT on 13 March 2024.

If you have any questions, please contact Alex Wiley on 03 5223 0731 or email alexis.wiley@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.