Complaints Consultant

at  Nib Health Funds

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 and are currently supporting more than 46,000 NDIS participants. 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 nib employment@nib.com.au.
Let’s talk about this role
The Complaints Consultant is the escalation point for participant complaints, responsible for investigating and coordinating the resolution of escalated external complaints, investigations and incidents.
Armed with in-depth NDIS knowledge, the complaints consultant tackles complex situations with composure and empathy. Navigating heated moments with calm assurance, they build trust and encourage collaboration through clear, informative, and reassuring communication.

Some of the key responsibilities of this role include:

• Act as a bridge, translating complaints and incidents into actionable solutions
• By applying your NDIS expertise, analyse findings with fairness and transparency, ensuring participants understand the decision and potential next steps
• Transform complaints into opportunities to improve the NDIS experience for all

Let’s talk about you

• Strong verbal and written communication skills
• Demonstrated ability to develop, build and maintain strong relationships with various stakeholders
• Strong risk identification and escalation experience
• Extensive experience in handling escalated situations and resolving complex problems efficiently
• Ability to maintain privacy and confidentiality
• Proficiency in utilising a range of communication tools, including phone, email, and video calls, to build strong relationships and achieve desired outcomes
• Genuine empathy and desire to achieve positive outcomes for NDIS participants and their key stakeholders

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
• The opportunity to give back to the community with nibGive, including paid leave for volunteering for our nib foundation and community partners
• Support your better health – whatever that looks like for you - through our nib Well Program and corporate fitness discounts
• Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits
• Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

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.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

• Act as a bridge, translating complaints and incidents into actionable solutions
• By applying your NDIS expertise, analyse findings with fairness and transparency, ensuring participants understand the decision and potential next steps
• Transform complaints into opportunities to improve the NDIS experience for al