Customer Care Team Member - Hybrid Work From Home

Plan Tracker and Plan Partners are Plan Management and Support Coordination providers supporting NDIS participants around the country. As part of McMillan Shakespeare Group, the first participant was signed up in October 2016 and since then have rapidly grown to become one of Australia’s leading experts in NDIS Plan Management and Support Coordination.

At the core of who we are, are our values: We put people first; We demonstrate integrity; We own it; We’re one team.

In this full-time permanent Customer Service role you will be providing tools, information and education to people living with a disability and/or their careers via inbound calls and emails. As your customer’s first contact with Plan Partners you will need to be personable, professional and patient as you provide advice, problem solve and triage queries from your customers. 

As a Customer Care Team Member you will:
Respond to inbound customer enquiries by phone and email, whilst maintaining excellent customer service at all times and inform your customers on the National Disability Insurance Scheme (NDIS) including how Plan Partners will support them with the management of their NDIS plans and following up on their queries and requests.

Your role will include:

• Simplify the NDIS by providing tools, services and education to participants, families and providers
• Maintain and update records of every customer transaction including details of comments, enquiries, complaints, and actions taken via call notes in the company’s systems
• Assist with general office administration tasks as required

What you’ll bring…

• Highly developed communication skills (vocal and written), with people from all different backgrounds
• Solid general administration and MS Office skills
• Proficient use of Client Management Systems
• Solid customer service experience
• Exceptional problem-solving skills

What we can offer you:

• Our strong people-first culture
• Novated lease benefits and discounts
• 12 weeks Paid Parental leave and access to our Parents Portal
• Exempt Employee Share Plan
• Paid Income Protection Insurance under MMSG default Super plan
• Career break and volunteering leave
• Access to Employee Assistance Program and annual Flu vaccination
• Lifestyle Rewards program

Please include a cover letter highlighting why you would like to work at Plan Partners.

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected.  We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

Please note only shortlisted applicants will be contacted and all successful candidates will undergo a National Police check and credit checks and must provide a valid Working with Children check.