Growth Consultant - Sales and Retention

About the role

At nib, we’re here for good reason - to support better health and wellbeing for our members, participants, and communities. We're looking for a Growth Consultant (Sales & Retention) to join our Thrive division and play a key role in supporting sustainable participant growth while delivering a positive and human participant experience.

This role is ideal for someone who enjoys building relationships, having meaningful conversations, and helping people make informed decisions. You'll manage inbound and outbound participant enquiries, guide prospective participants through their journey, and support retention through proactive engagement and needs-based conversations.

As a Growth Consultant, you'll own your pipeline, follow up on leads, identify opportunities to support participants, and use your communication skills to convert enquiries into long-term relationships. Success in this role comes from building trust, understanding individual needs, and clearly communicating the value of nib Thrive.

Key responsibilities

• Manage inbound and outbound participant enquiries across the participant lifecycle

• Conduct needs-based sales and retention conversations that focus on participant outcomes

• Build rapport quickly and confidently handle objections to progress conversations

• Manage your own lead pipeline to achieve growth, conversion and retention targets

• Maintain high-quality CRM records and ensure commitments are followed through

• Identify and escalate risks that may impact participant experience or retention

• Provide accurate and compliant information in line with NDIS requirements

• Work collaboratively with internal teams and external stakeholders to achieve positive outcomes

• Contribute to continuous improvement by identifying opportunities to enhance participant experience

About you

• Proven experience in sales, retention, customer engagement, or account management

• A track record of achieving conversion, retention or growth targets

• Strong communication skills with the ability to build trust and rapport quickly

• Confidence managing inbound and outbound conversations across phone, SMS and email

• Strong objection-handling and influencing skills

• Ability to manage competing priorities while maintaining attention to detail

• Experience using CRM systems and maintaining accurate customer records

• A resilient, self-motivated and outcomes-focused approach

Highly regarded

• Experience within the NDIS, health, community services or disability sector

• Understanding of NDIS Pricing Arrangements and participant plans

• Lived or professional experience supporting people with disability

• Experience working in a high-volume contact centre or sales environment

• Relevant qualifications or equivalent professional experience

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!

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 over 40,000 participants with managing their plan.

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 [email protected]

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. 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.