Parent to Parent Association Queensland Inc – Nambour QLD
We are seeking an experienced and compassionate NDIS Customer Service Team Member to join our Plan Management team.
You will be a key point of contact for NDIS participants, their support networks and service providers, responding to questions about invoices and payments and working with colleagues to resolve issues accurately and efficiently.
This is a varied role combining phone and email customer service, invoice processing, data entry and detailed record-keeping.
It will suit someone who enjoys helping people, can manage competing priorities and takes pride in getting the details right.
About the prospect
We are seeking an experienced and compassionate NDIS Customer Service Team Member to join our Plan Management team.
You will be a key point of contact for NDIS participants, their support networks and service providers, responding to questions about invoices and payments and working with colleagues to resolve issues accurately and efficiently.
This is a varied role combining phone and email customer service, invoice processing, data entry and detailed record-keeping.
It will suit someone who enjoys helping people, can manage competing priorities and takes pride in getting the details right.
About Parent to Parent
P2P has been working alongside people with disability and their families since ****.
Through our Plan Management service, we help participants exercise choice and control over how they use their NDIS funding and engage with providers.
Our work is guided by respect, inclusion, commitment and honesty.
What you will do
Answer and make calls to NDIS participants, service providers and other stakeholders, providing clear, accurate and respectful information.




Monitor and respond to enquiries through a shared email inbox, investigating issues and using approved templates where appropriate.
Process invoices accurately in line with participant plan allocations, NDIS regulations and operational guidelines.
Check participant and provider details, invoice numbers, line items and totals, and follow up on errors or missing information.
Use sound judgement and critical thinking to resolve queries, escalating complex matters when required.
Record communications, decisions and relevant information promptly and clearly in Planability, our CRM system.
Protect participant privacy by confirming consent before sharing information and maintaining confidentiality at all times.
Contribute to team huddles, meetings, training and continuous improvement activities, and assist with other Plan Management tasks as needed.
What you will bring
A qualification or significant experience in bookkeeping, accounting or business administration.
Strong customer service experience, including confidence in managing difficult or heightened conversations with empathy and professional boundaries.
Previous NDIS plan management customer service experience.
Excellent written and verbal communication skills, with the ability to listen carefully and explain information clearly.
High attention to detail, accurate and efficient data entry,



and a disciplined approach to self-checking work.
Critical thinking, problem-solving and conflict-management skills, with the judgement to seek guidance or elevate when needed.
Current knowledge of the NDIS framework, support categories, line items and pricing arrangements.
Experience using CRM and cloud-based systems, and confidence in learning new technology.
Experience with Google Workspace is helpful.
The ability to work independently, follow procedures, manage priorities and remain responsive as requirements and systems change.
An understanding of self-care strategies that support resilience and sustainable performance in a customer-facing role.
Requirements
A current NDIS Worker Screening Check and Working with Children Check.
Availability during standard business hours and the ability to work effectively in a hybrid work environment.
Commitment to privacy, workplace health and safety, NDIS requirements and organisational policies and procedures.
Desirable
Lived experience of disability, or experience supporting people with disability and their families.
Experience with Planability (NDIS CRM)
Why join us?
You will join an experienced and supportive team where learning, collaboration and continuous improvement are part of everyday work.
This role offers the opportunity to apply practical customer service and financial administration skills while making a meaningful difference for NDIS participants and their support networks.
This role is offered as a hybrid role with the opportunity to work from home with training provided at the Nambour office.
Applications close: 18th August, ****
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📌 Plan Management Customer Service Team Member (Queensland)
🏢 Parent to Parent Association Queensland
📍 Queensland