Are you passionate about providing outstanding customer service? Are you a natural leader who thrives in fast-paced environments? If so, we have an exciting opportunity for you as an EL1 Assistant Director NCC Operations within our National Contact Centre branch.

The National Contact Centre (NCC) is the main communication channel for the public to contact the NDIS. As the EL1 Assistant Director NCC Operations, you will have the chance to lead a team of highly motivated Contact Centre Service Officers in providing exceptional service to participants, providers, organisations and the general public. Your leadership will be crucial in driving results, managing escalations and maintaining customer service levels and standards.

The key duties of the position include:

In this role, you will have the opportunity to make a real difference in people's lives, helping them navigate the National Disability Insurance Scheme (NDIS) and ensuring they receive the support they need. You will be part of a dynamic and supportive team that is committed to delivering excellent service and making a positive impact in the community.

As an experienced leader in a front-line service workplace, you will have the chance to lead a talented team of professionals on a daily basis, driving service delivery efficiency and identifying improvement opportunities across the branch.

With your expertise and leadership, you will help to create a culture of excellence, inspiring your team to deliver outstanding service to our customers every day. You will be on the front lines of driving innovation and process improvement, working collaboratively with colleagues across the organization to optimize operations and deliver exceptional results.

Eligibility

Our ideal candidate will have:





- Demonstrated call centre experience managing frontline service teams.
- Proven experience in managing customer service escalations, ideally in the disability sector.
- Strong leadership qualities with the ability to manage large teams, including mentoring and building capabilities.
- Shared values, including a positive contemporary attitude to people with a disability and value social inclusion and diversity.

Notes

While this role is ideally performed from Dandenong VIC and Richmond VIC, working from our other NCC offices in Townsville QLD, Robina QLD, Midland WA, Deakin ACT may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years may be offered.

Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

Getting to know the National Disability Insurance Agency

The NDIS provides funding to eligible people with disability to gain more time with family and friends, greater independence, access to new skills, jobs, or volunteering in their community, and an improved quality of life. The NDIS also connects anyone with disability to services in their community. This includes connections to doctors, community groups, sporting clubs, support groups, libraries and schools, as well as providing information about what support is provided by each state and territory government. The NDIS now supports over 500,000 Australians with disability to access the services and supports they need. This includes supporting approximately 80,000 children with developmental delay, ensuring they receive supports early so that they achieve the best outcomes throughout their lives.

📌 Assistant Director National Contact Centre Operations (Townsville)
🏢 National Disability Insurance Agency
📍 Townsville