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Form of workAbout us
The National Disability Insurance Scheme (NDIS) is the largest Australian social reform since Medicare. It’s life changing for people with disability… but that doesn’t mean it’s easy to navigate. And that’s where My Plan Manager comes in!
As a financial intermediary operating in the NDIS ecosystem, we un-complicate the NDIS for participants by supporting them to manage the funding in their NDIS plans. That means our award-winning team and tech take care of financial administration – like managing budgets, processing invoices, and providing compliant financial reporting – and our clients get on with what’s important to them.
My Plan Manager is part of the MPM Group. Our values centre around being kind, genuine, innovative, and inclusive, and they drive everything we do.
About the role
Operating within our Growth team, the Community Engagement Consultant and their colleagues will deliver a quality onboarding experience for key providers new to the MPM Group. As well as provide ongoing engagement with some existing key providers, ensuring their ongoing advocacy of MPMG to new or existing participants, through the resolution of any complex provider issues.
What you’ll do
Reporting to the Welcome Team Manager, you’ll be:
• Ensuring that all new clients are efficiently set-up in applicable internal and external systems.
• Respond to leads being received, including via the MPM Website and inbound calls.
• Provide client on-boarding support to the Community Engagement Managers from their referral partners into the MPM community.
• Assist in campaign execution to generate new client leads, primarily via phone but occasionally out amongst the community.
• Work closely with Operations to ensure that client expectations are met.
• Overcome hesitations that clients may have in signing up with MPM by promoting the advantages of our product and the additional services that MPM provides, including online portals and Kinora.
• Assist in the empowerment of clients to exercise individual choice and control over their NDIS Plan, budgets and supports.
• Ensure exceptional client service is delivered during every interaction, by providing accurate, tailored and timely advice to people wanting to join MPM.
• Support and advise staff members throughout the team and the organisation with the onboarding process of new clients to MPM. Liaise with internal stakeholders ensuring the client is at the centre of the process.
• Identify opportunities for continuous process improvement to customer service experience.
• Deliver on applicable personal KPI’s and objectives.
• Perform duties in compliance with the NDIS regulatory framework
About you
You’ll be focused identifying and defining market growth opportunities including acquisitions, diversification strategies and new service offerings, with a focus on client and provider acquisition, referral, retention, and upsell.
You will be excited to help establish a new team to deliver great service and innovative solutions that delight our key providers and ensure a strong ongoing relationship. You will also enjoy connecting and mobilising specialists across the business to support your delivery of a ‘seamless solution’ to key providers, that further differentiates MPMG in the market.
To be our next Community Engagement Consultant, you’ll:
• Knowledge of disability sector and NDIS highly desirable.
• Prior experience in delivering exceptional customer service and client relationship management. Sectors might include retail, sales, real estate, call centre, disability and/or financial services industries.
• A strong communicator who can connect with their client and respond individually to their circumstances.
• Excellent verbal, public speaking, and written communication skills.
• Strong relationship building skills with an empathetic and person-centred approach to internal team and external customer interactions.
• Demonstrated ability to deliver an exceptional customer centric experience.
• Excellent communicates skills in both verbal and written forms.
• Ability to effectively manage client complaints through to resolution.
• Ability to initiate, build and maintain collaborative and effective partnerships across all organisational levels.
• High level literacy and numeracy skills with IT expertise; Office 365, CRM and databases.
What’s on offer
As Australia’s first, largest and leading provider of NDIS plan management services, we’re offering:
• A fast-paced environment within an equally fast-growing industry
• The ability to make a real difference to the disabled community and ecosytem
• To work for a company that is at the heart of community and innovation
• Get experience working with a team of experts across sales, marketing, customer success, operations and finance
• To work for an award-winning technology company backed by a premium VC organization
• The opportunity to develop your career and make a real difference to the commercial and community success of My Plan Manager.
We embrace equal opportunity, and we thrive on it!
At My Plan Manager, we don’t just accept difference – we celebrate it, we support it, and we thrive on it for the benefit of our clients, our team, and our work. We’re proud to be an equal opportunity employer that embraces diversity.
How to apply
If you’d like to apply for this role, please click the ‘apply now’ button and follow the prompts. For a confidential conversation about this role, please contact Mark Lovatt on 08 84706***.
If you are located in VIC/QLD/WA/NSW - You can still apply and work virtually.
Applications close on 29 March 2024.
