As a Customer Service Officer, you'll be the first point of contact for participants, their families, support coordinators and providers. The Customer Service Officer plays a key role in supporting participants, their families, and support coordinators by providing exceptional customer service and accurate information regarding NDIS plan management. This role involves a high level of stakeholder contact, including direct clients, their providers, and their greater support network.

Key responsibilities

- Be the first point of contact for participant and provider enquiries via phone, email, and web
- Provide clear, timely, and accurate information regarding NDIS plan management processes and participant budgets
- Assist participants in understanding invoices, payments, and budget utilisation
- Process and reconcile NDIS invoices in accordance with NDIS guidelines and internal procedures
- Maintain accurate participant records in the plan management system
- Liaise with providers to resolve billing queries and ensure compliance with NDIS pricing arrangements
- Provide guidance to new providers on NDIS resources and requirements to assist them with accurate billing
- Promptly respond to direct client queries and shared mailbox queries to uphold a high level of service
- Contribute to continuous improvement initiatives in customer service and operational efficiency
- Abide by the NDIS and OPM Code of Conduct in all customer interactions

About you





- Previous experience in NDIS plan management, having worked in a plan management workplace and understanding claims, budgets and provider invoicing
- Sound working knowledge of the NDIS, its principles, and the role of a plan manager
- Strong interpersonal and communication skills, with the ability to build trust and rapport with participants and providers
- Excellent attention to detail and data accuracy
- 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
- Certificate III or IV in Accounting, Business or Community Service (desirable)
- Background in finance administration or accounts payable (desirable)

About us

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. Our organisation's focus is providing our clients with unparalleled levels of customer service and responsiveness, enabling straightforward and fast payment services for their NDIS supports. Working closely with our client's support network, supports and support coordinators we help to make their NDIS experience less confusing and more straightforward.

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📌 NDIS Plan Management - Customer Service Officer (Queensland)
🏢 Orange Plan Management
📍 Queensland