Address A new role awaits
Are you passionate about providing outstanding customer service? Are you a natural leader who thrives in fast-paced environments? If so, we have an exciting opportunity for you as an EL1 Assistant Director NCC Operations within our National Contact Centre branch.
The National Contact Centre (NCC) is the main communication channel for the public to contact the NDIS. As the EL1 Assistant Director NCC Operations will have the chance to lead a team of highly motivated Contact Centre Service Officers in providing exceptional service to participants, providers, organisations and the general public. Your leadership will be crucial in driving results, managing escalations and maintaining customer service levels and standards.
The position is available onsite in Deakin, ACT. Whilst the Agency supports some hybrid work from home flexibility, due to the nature of the role regular office attendance at these locations is required. No remote working arrangements can be considered. We intend to fill this role in an ongoing capacity however, non-ongoing roles up to 12 months may be offered.
Our ideal applicant will have 2+ years call centre experience managing frontline service teams. You will have proven experience in managing customer service escalations, ideally in the disability sector. You will have managed a team of agents and be experienced in coaching and building capabilities within your team.
We are on the search for people who can live our values and demonstrate a positive contemporary attitude to people with a disability and value social inclusion and diversity.
The key duties of the position include:Where you can add value
In this role, you will have the opportunity to make a real difference in people's lives, helping them navigate the National Disability Insurance Scheme (NDIS) and ensuring they receive the support they need. You will be part of a dynamic and supportive team that is committed to delivering excellent service and making a positive impact in the community.
As an experienced leader in a front-line service environment, you will have the chance to lead a talented team of professionals on a daily basis, driving service delivery efficiency and identifying improvement opportunities across the branch.
With your expertise and leadership, you will help to create a culture of excellence, inspiring your team to deliver outstanding service to our customers every day. You will be on the front lines of driving innovation and process improvement, working collaboratively with colleagues across the organization to optimize operations and deliver exceptional results.
Eligibility
Successful candidates will be required to undergo a pre-employment National Police History check and provide evidence of Australian Citizenship. Failure to do so may jeopardise your offer of employment.
Dependent on the role the appropriate Working with Children / Working with Vulnerable People check may be required as per State/Territory legislation. In addition to these checks, a Worker Screening Check issued by the relevant State/Territory worker screening unit will also be required for any role for which the normal duties are likely to require more than incidental contact with people with disability.
The health and safety of workers, Participants and other visitors in our offices is our highest priority. A number of roles, activities or work types within the National Disability Insurance Agency are covered by government Health Orders or Directives that require mandatory COVID-19 vaccinations. Where a government Order or Directive applies, successful applicants will be required to provide evidence of COVID-19 vaccination or approved exemption as per ATAGI guidance, prior to commencement position.
Notes
This position will be offered as ongoing or non-ongoing.
If the position is offered as non-ongoing, this will be for a specified term of up to 12 months, with the possibility of extension up to two years.
Should a non-ongoing position become ongoing, then a merit list established through this selection process may be used to fill the vacancy on an ongoing basis.
Getting to know the National Disability Insurance AgencyThe NDIS provides funding to eligible people with disability to gain more time with family and friends, greater independence, access to new skills, jobs, or volunteering in their community, and an improved quality of life.
The NDIS also connects anyone with disability to services in their community. This includes connections to doctors, community groups, sporting clubs, support groups, libraries and schools, as well as providing information about what support is provided by each state and territory government.
The NDIS now supports over 500,000 Australians with disability to access the services and supports they need. This includes supporting approximately 80,000 children with developmental delay, ensuring they receive supports early so that they achieve the best outcomes throughout their lives.
