Remote - Customer Care Team Member

Plan Tracker and Plan Partners are Plan Management and Support Coordination providers supporting NDIS participants around the country. As part of McMillan Shakespeare Group, we have delivered these services to people living with a disability since October 2016 and since then we have rapidly grown to become one of Australia’s leading experts in NDIS Plan Management and Support Coordination

In this permanent full-time Customer Service role, you will be providing tools, information and education to people living with a disability and/or their careers via inbound calls and emails within a contact centre environment. As our customer’s first contact with Plan Partners, you will need to assist people professionally, patiently and with empathy as you provide support, problem solve and triage queries from your customers.

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.

Your role will include:

Simplify the NDIS by providing tools, services and education to participants, families, and providers

Respond to customer inquiries via phone, email, and live chat providing accurate and timely information

Maintain and update records of every customer transaction including details of comments, enquiries, complaints, and actions taken via call notes in the company’s systems

Respond to customer inquiries via phone, email, and live chat providing accurate and timely information

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.

What we can offer you:

Novated leasing benefits and discounts

12 weeks paid parental leaveand access to our Parents Portal

Comprehensive learning and development opportunitiesto support your career growth

Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations

Default Income Protection Insurancereimbursed for members of the MMS Default Super Fund

Exempt Employee Share Plan

Embracing our value ofEveryone Matterswe 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