About the roleAs a Customer Engagement Consultant, you’ll deliver personalised, empathetic support to NDIS participants and their representatives across phone, email and digital channels.You’ll be the trusted voice of nib Thrive, guiding participants from onboarding through to day-to-day plan navigation, ensuring every interaction is clear, proactive and solution-focused.This is a role where you’ll make a real difference: helping people understand their plans, resolve complex issues, and feel confident in their choices.What you’ll be responsible for:Deliver exceptional, personalised service across all customer interactionsGuide participants through onboarding, funding rules and plan utilisationProvide clear, accurate advice aligned with NDIS pricing and regulationsResolve complex enquiries with empathy, clarity and ownershipAchieve first contact resolution wherever possibleProactively identify risks, issues or disengagement and act earlySupport participants and providers with invoice and payment queriesBuild strong relationships with participants, providers and internal teamsCapture accurate records and insights to improve service deliveryContribute to continuous improvement and customer experience upliftAbout youYou’re a robust communicator who combines empathy with problem-solving capability. You thrive in a fast-paced, customer-focused environment and take pride in delivering meaningful outcomes.You’ll bring:Experience in customer service or contact centre environmentsStrong communication and relationship-building skillsAbility to explain complex information simply and clearlyProven problem-solving capability and sound judgementA high level of accountability and ownershipA genuine passion for supporting people and improving outcomesHighly regarded:Experience within NDIS or the disability sectorUnderstanding of NDIS funding and pricing frameworksLived or professional experience supporting people with disabilityWe 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 Thrivenib’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 inclusionWe embrace a adaptable 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 at nibOur 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:Current starter benefit to help set up a functional home workspace50% discount on employee health insurance + 35% off travel insuranceThe opportunity to give back to the community through paid leave for volunteering through nib foundationAccess to our nib Well Program and corporate fitness discountsAccess to employee share plans, short-term incentive program and life and salary continuance insurance benefits18 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 employeesThe fine printAll 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.
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📌 Customer Engagement Consultant nib Thrive (Melbourne)
🏢 nib Group
📍 Melbourne