Bureau Services Team Leader

We are looking for a solutions-focused, highly skilled NDIS Bureau Services Team leader.
Reporting to the Managing Directors, you will be responsible for the daily supervision and motivation of a team of excellent claims officers who process claims and payments on behalf of our NDIS business clients.
This role requires a high attention to detail and is all about tracking and maintaining high deliverables.
You will be responsible for the attendance, performance and services of the team, along with working with our clients to ensure satisfaction.
The right person will ideally have skills and experience in:

• Flexible working and above award conditions will be considered for the right person;
• You must be an Australian Citizen or permanent resident for this role.

• Advanced understanding and commitment to person centred supports and services to people with a disability, their teams and service providers.
• Demonstrated experience supervising and supporting a team of 5+ people successfully
• Demonstrated experience (2+ years) working within the NDIS Plan Management sector, PRODA (Provider Digital Access), MYP or similar CRM, invoice processing and the NDIS Pride Guide
• Diploma in Business Administration, Bookkeeping or higher and/or similar demonstrated work-related experience in working with people with a disability in the plan management claims sector
• Demonstrated experience in delivering quality outcomes through relationship management and high-volume client/customer interactions
• Excellent customer service and verbal and written communication skills
• Demonstrated advanced ability in using a variety of technology software and Microsoft Office applications (particularly Excel) and the ability to troubleshoot within computer software and systems
• Ability to learn and advance knowledge within the industry and working environment quickly apply processes seamlessly
• NDIS Worker Screening must be obtained prior to approval of employment

• Understanding of Client Relationship Management Software, particularly MYP;
• Understanding and commitment to person centred supports and services to people with a disability, their teams and service providers.

• Ability to demonstrate and coach team to understand and apply our workplace values of collaboration, leadership, integrity and people;
• A positive, proactive and enthusiastic attitude to learning and engaging within a team;
• Excellent attention to detail, problem solving, organisational and planning skills;
• Be an effective time manager of your work, team tasks and work with staff to improve the services offered to providers through refining of communication and workflows;
• Undertake responsibilities as and when directed by Management for activities in specialised areas .

• Provide high levels of service and advice to the differing needs of clients and providers;
• Actively participate in the business growth targets and ensure satisfaction among all providers and clients;
• Proactively ensure that Axesto and MYP is represented and promoted within the industry and community;
• Actively participate in the client and business growth and development through refining of specialised workflows and communication techniques;
• Contribute to supporting client choice and control over their plans using industry knowledge and experience ;
• Ensure correspondence and documentation ismanaged efficiently and confidentially by all team members;
• Identify and report any risksto the Director/CEO of fraud, complaints and incidents Quality business practices and procedures;
• Maintain current knowledge of the NDIS, Quality and Safeguards, price guides and guidelines and proactively drive your personal learning and growth;
• Ensure that all NDIS reporting, and compliance requirements are met and develop and improve the services and supports offered to our members and their clients through refining of communication and workflows;
• Manage day to day operation of team and supply coaching and supervision in daily activities;
• To ensure high quality, streamlined, collaborative and person centred support to providers, carers, nominees and NDIS (National Disability Insurance Scheme) participant team members in an accurate and timely manner, via phone, email, social media, and other forms of communication;
• To manage performance of Bureau Services Team members by communicating frequently and performing established reviews at scheduled times with the assistance of the Director/CEO Position Description Bureau Services Team;
• To lead Fortnightly team meetings to encourage feedback, participation, performance within the team while coaching and solving team areas of concern;
• Adhere to all policies and procedures and engage in performance improvement and coaching;
• Proactively participate in team communication, including meetings;
• Other responsibilities as and when directed by Your Plan Manager.