Customer Support Consultant - Plan Management

Let’s talk about this role

This role will sit with our newly acquired business, Instacare.  As the Customer Support Consultant, your primary accountability is being a trusted advisor and providing excellent customer service.

The role focuses on cultivating relationships within the Instacare team, local area coordinators, service providers and other local stakeholders, and working with prospective clients to explore how Instacare can help.  

Responsibilities include:

• Respond to requests for information utilising Instacare and NDIS core systems, scripts and templates

• Support and manage clients through the onboarding process

• Making outbound follow up calls to external parties to obtain clients plan details

• Proactively manage Instacare clients (and/or their Principal Carers) to assist and educate them in the use of their NDIS funds

Let’s talk about you

We’re looking for a proactive and detail-oriented professional with at least 2 years' experience in administrative, customer service or accounts officer role.

You consistently deliver exceptional customer service while efficiently managing operational responsibilities. Your strong multitasking and problem-solving abilities are essential to success in this role, drawing on both your relationship-building and administrative skills.

Furthermore, we’re looking for:

• Excellent written and verbal communication skills

• Ability to multitask

• Great attention to detail

• Ability to self-manage your workflow

• Demonstrated experience handling online technology and systems

• An understanding of the NDIS and the disability sector would be advantageous

We know some people only apply when they meet every requirement. We’re always on the lookout for curious individuals who will add to the culture – so if this role resonates with you and you have relevant experience, we’d love to hear from you! 

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 39,000 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 who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, 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, or would like this advertisement in an alternative format, please contact us at nibemployment @nib.com.au.  

Let’s talk about working at nib

Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose. 

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

• New starter benefit to help set up a functional home workspace 

• 50% discount on employee health insurance + 35% off travel insurance  

• The opportunity to give back to the community through paid leave for volunteering through nib foundation  

• Access to our nib Well Program and corporate fitness discounts  

• Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits  

• 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. An NDIS worker screening check is a requirement for the disability sector.  You must obtain a NDIS clearance to work with people with a disability before commencing work.

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

Here's what to expect during our recruitment process: After applying, you'll receive an email confirmation. Within 1-2 weeks, you’ll get an update on your application status. If you progress to the next stage, our Talent Acquisition team will call you to discuss the role, your motivations, and your career history.