Customer Service Officer (CSO)

Orange Plan Management | West End, Brisbane QLD

Full-time position

Orange Plan Management is a dedicated and independent NDIS Plan Management provider.

Our culture is one of learning, continual improvement and striving to be the best. We pride ourselves on maintaining the highest level of customer service, professionalism and integrity.

We are looking for an experienced Customer Service Officer to join our Brisbane based team.

About the role

As a Customer Service Officer, you'll be the first point of contact for our participants, their families, support coordinators and providers. It's a busy, high-contact role where your ability to explain things clearly and accurately.

What you'll be doing

- Responding to participant and provider enquiries by phone, email and web as our first point of contact
- Providing clear, timely and accurate information on plan management processes and participant budgets
- Helping participants understand their invoices, payments and budget utilisation
- Processing and reconciling NDIS invoices in line with NDIS guidelines and our internal procedures
- Maintaining accurate participant records in our plan management system
- Liaising with providers to resolve billing queries and ensure compliance with NDIS pricing arrangements
- Guiding new providers on NDIS resources and requirements to support accurate billing
- Monitoring shared mailboxes and responding promptly to uphold our service standards
- Contributing to continuous improvement across customer service and operational efficiency
- Upholding the NDIS Code of Conduct and the OPM Code of Conduct in every interaction

What you'll bring
- Previous experience in NDIS plan management,



you've worked in a plan management environment and understand claims, budgets and provider invoicing
- Sound working knowledge of the NDIS, its principles, and the role of a plan manager
- Robust interpersonal and communication skills, with the ability to build trust and rapport with participants and providers
- Excellent attention to detail and data accuracy
- A demonstrated ability to deliver empathetic, person-centred customer service
- Competent computer skills and the ability to prioritise in a high-volume environment
- Ability to obtain and hold a NDIS Worker Screening Clearance

Desirable
- Certificate III or IV in Accounting, Business or Community Service
- Background in finance administration or accounts payable

Why Orange Plan Management (OPM) We are a supportive, close-knit team where your work is visible and valued.

OPM has workplace culture committed to treating staff with respect and dignity, supporting staff rights, and providing genuine learning and development opportunities

How to apply

Send your resume and a short cover letter telling us about your NDIS plan management experience to [email protected]

Applications close 14 September 2026. We may interview suitable candidates before the closing date, so we encourage you to apply early.

Orange Plan Management is an equal opportunity employer. We welcome applications from people with disability, Aboriginal and Torres Strait Islander people, and people from all backgrounds and communities.

Only shortlisted applicants will be contacted. Applicants must have the right to work in Australia.

Pay: $27.00 – $35.00 per hour

Expected hours: 38.0 per week

Benefits

- Work from home

Work Location: Hybrid remote in West End QLD 4101

📌 Customer Service Officer (CSO) (West End)
🏢 Orange Plan Management
📍 West End