Customer Care Team Member at Plan Partners

, , -

Full Time

Start Date

Immediate

Expiry Date

07 Apr, 26

Salary

0.0

Posted On

07 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Problem Solving, Empathy, Resilience, Documentation, NDIS Knowledge, Client Relationship Management Systems

Industry

Financial Services

Description

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives. Here’s how you will make a difference in this role… As a Customer Care Team Member you will champion our value of Customer Always, demonstrating a customer-centric mindset in all your interactions. You will be the first point of contact for customers, service providers and support coordinators responding promptly, helping with enquiries and resolving issues. You’ll be working in a high-volume, fast-paced customer care environment supporting people navigating the NDIS. Many calls are complex, emotionally charged, and time-sensitive. This role is not passive support. It requires focus, resilience, and accuracy under pressure. At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include: Handling a high volume of inbound enquiries via phone, email, and live chat, often back-to-back with limited downtime Supporting participants, families, and providers through complex NDIS processes, where callers may be distressed, frustrated, or confused Explaining rules, funding, and services clearly and repeatedly to people with varying levels of understanding Managing complaints and difficult conversations while remaining calm, empathetic, and professional Accurately documenting every interaction in detail — notes, actions, outcomes — in multiple internal systems Balancing speed, accuracy, and quality in a KPI-driven environment (call handling, documentation, resolution) Taking ownership of issues through to resolution, even when answers are not straightforward or immediate What you’ll bring… A strong customer service focus with calls, emails and / or live chat to customers Minimum of 1 to 2 years experience working in Contact Centre to KPIs NDIS knowledge and experience preferable but not necessary You enjoy assisting customers with their enquiries and can provide simple explanations to complex issues Exceptional verbal and written communication skills Proficient use of Client Relationship Management Systems If your application is successful, you will be sent an Invitation via email in the next few days to take part in Video Interview for this position. If successful in the video interview, we will then be in contact with you via phone for the next step in the Selection process. *Due to new NDIS government regulations you will need an active myID to access our internal systems once you begin the role* What we can offer you: Novated leasing benefits and discounts 12 weeks paid parental leave and access to our Parents Portal Comprehensive learning and development opportunities to support your career growth Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund Exempt Employee Share Plan Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply. We embrace hybrid working and welcome conversations about flexibility. Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially. We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work. If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at mmsgrouprecruitment@mmsg.com.au With our first customer joining us in October 2016, Plan Partners has rapidly grown to become Australia's leading expert in NDIS Plan Management and Support Coordination. As well as helping customers bring their NDIS plans to life, we collaborate with service providers, State and Federal Governments, and other important stakeholders to shape the NDIS and ensure people with disabilities can live the lives they want, now and into the future. We offer a positive, open-culture team environment and the opportunity to be part of an organisation that recognises your talents and supports you to develop your skills and career.

Responsibilities

As a Customer Care Team Member, you will handle a high volume of inbound enquiries and support participants, families, and providers through complex NDIS processes. You will also manage complaints and document interactions accurately in internal systems.