El1 Assistant Director National Contact Centre Operations

• Ongoing & Non-Ongoing 12 + 12 months - Full Time
• $111,652 - $122,202 (plus 15.4% superannuation)
• Role located in ACT - Deakin

Our participants, Our people, Our purpose
Currently, 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 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.
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.
Enough about us, let’s talk about you
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.
Your NDIA Experience
We 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 are 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 600,000 Australians.
• Access to higher superannuation and above market leave entitlements
• Competitive remuneration and working conditions that support a positive work life balance
• Access to ongoing professional development and learning

While this role is ideally performed from Deakin - ACT, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months 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 on 24th March at 11:30PM (AEDT)
If you have any questions, please contact Natalie Jacobs on 0749596823 or email natalie.jacobs2@ndis.gov.au
With 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.