Client Liaison Officer

at  nib NZ

Let’s talk about nib Thrive
nib’s vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion.
nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib Group. In November 2022, nib acquired its first registered NDIS Plan Manager, since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family. nib Thrive currently supports more than 27,000 NDIS participants and is on track to reach its goal of supporting at least 50,000 participants by FY25. nib Thrive is currently one of the top three largest plan managers in Australia.
Let’s talk about diversity, equity and inclusion
We embrace a flexible working environment and welcome candidates that reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ as well as culturally diverse community members to apply for open roles.
nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, please contact us at nibemployment @nib.com.au.
Let’s talk about this role
As the Client Liaison Officer, you and your team will be responsible for answering inbound phone and email enquiries as the first point of contact. Dealing with a high volume of calls from NDIS participants and their providers your role requires you to respond to queries in an understanding, empathetic and professional manner and deliver high levels of customer service and satisfaction.

Your duties may include;

• Answering inbound phone calls, provide advice, implement, and follow on actions required
• Providing NDIS participants information on their NDIS plans and budgets
• Build and maintain participant and provider relationships
• Complete data entry requirements in an efficient and accurate manner
• Undertake participant funding set up in an accurate manner in external and internal systems
• Have a broad understanding and ability to explain the multiple funding sections within participant plans
• Manage appropriate records, ensuring accuracy and confidentiality

Let’s talk about you
Your ability to build rapport with our providers and participants coupled with your professional and empathetic approach will see you succeed in this role.
If you are a resilient team player with a genuine passion for customer service, who can confidently contribute to our overall business success through effective service and customer experiences, we would like to hear from you!
This is a 12-month fixed term contract opportunity, 9:00am – 5:00pm Monday to Friday. Hybrid working arrangement available. Office located in Adalaide CBD close to the train line.
At nib, we recognise that some people may only apply when their education, skills and/or experiences are identical to what an employer is looking for in a candidate. We’re always on the lookout for curious individuals who will add to the culture at nib Group – so if this role resonates with you, please apply!
Let’s talk about working at nib
Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we’re committed to creating a flexible working environment where you’re free to be you.

Other benefits to support you at work (and play) include:

• Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance
• Monthly working from home allowance, to support our hybrid working environment
• The opportunity to give back to the community through paid leave for volunteering through nib Foundation
• Support your better health – whatever that looks for you - through our nib Well Program and corporate fitness discounts

The fine print
All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. All successful applicants will be required to obtain and hold valid NDIS clearances, including a valid working with children check as per nib’s NDIS Workforce Policy.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

• Answering inbound phone calls, provide advice, implement, and follow on actions required
• Providing NDIS participants information on their NDIS plans and budgets
• Build and maintain participant and provider relationships
• Complete data entry requirements in an efficient and accurate manner
• Undertake participant funding set up in an accurate manner in external and internal systems
• Have a broad understanding and ability to explain the multiple funding sections within participant plans
• Manage appropriate records, ensuring accuracy and confidentialit