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 environment 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 quick 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