Aps6 National Contact Centre Quality Team Leader

• Ongoing & Non-Ongoing 12 - Full Time
• $93,196 - $103,035 (plus 15.4% superannuation)
• Role located in ACT - Deakin,QLD - Robina,VIC - Dandenong,VIC - Geelong,VIC - Richmond,WA - Midland

Our participants, Our people, Our purposeCurrently, 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 awaitsWe have an exciting opportunity to join as an APS6 National Contact Centre QualityTeam Leader within the NDIA’s National Contact Centre (NCC). The NCC acts as the main communication channel for people to contact the NDIS. They respond to enquiries from NDIS participants, prospective participants, providers, organisations and the general public.The National Contact Centre completes a range of processing workloads including outbound call campaigns and internal IT support. They deliver a wide range of customer enquiry and contact services related to the entire NDIS participant and provider pathway.Where you can add value As an APS6 National Contact Centre QualityTeam Leader, you will play a vital role in designing and monitoring internal quality assurance processes. Your efforts will contribute to the NDIA’s 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.You will have the opportunity to work on a diverse range of tasks, including but not limited to:

• Managing a team of assessors ensuring targets and expectations from stakeholders are met.
• Analysing NCC performance, recommending process and procedural changes.
• Supporting teams delivering services in the NCC.
• Contributing insights relating to branch risk and performance and quality management.

Enough about us, let’s talk about youOur ideal candidate is an experienced mentor and coach and brings a continuous improvement mindset to the role to support and build the team’s capability. They will also have a passion for improving and implementing systems and processes. Most importantly, they will be an excellent people leader and show care for the people they work with. Additionally, they have excellent communication and interpersonal skills to develop and maintain meaningful stakeholder relationships and experience in developing high level written reports and materials. Previous experience with quality and compliance monitoring frameworks is highly desirable.Working at the NDIA it is essential you have a positive contemporary attitude to people with disability along with a high level of understanding and knowledge of disability and its impact on individuals.For more information on NDIS including our values, capabilities and behaviours along with our application process, please refer to our website.Your NDIA ExperienceWe 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're 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 500,000 Australians. You will have access to higher superannuation and above market leave entitlements as well as working conditions that support a positive work life balance.While this role is ideally performed from Deakin - ACT, Robina - QLD, Dandenong - VIC, Geelong - VIC, Richmond - VIC, Midland - WA, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years 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 at 11:30 PM AEST on 7 May 2024.If you have any questions, please contact Sophie Landwehr on 08 8922 0941 or email sophie.landwehr2@ndis.gov.auWith 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.