Customer & Administration Support Officer – NDIS Plan Management

My Care Plan Manager Location: Malaga, WA

Employment Type: Full-Time

Industry: NDIS / Disability Services / Plan Management / Administration

Job Summary

My Care Plan Manager is seeking a professional, organised and customer-focused Customer & Administration Support Officer to join our NDIS Plan Management team. This role combines customer service, participant and provider support, administration, data entry, document management and general Plan Management support.

The successful candidate will have a good understanding of the NDIS ecosystem and be confident communicating with participants, nominees, Support Coordinators, providers, LACs, Early Childhood Partners and other stakeholders.

You will be one of the first points of contact for My Care Plan Manager, assisting customers with general enquiries, invoice and payment updates, portal assistance, account administration and day-to-day Plan Management support.

We are looking for someone who is friendly, professional, reliable, accurate and comfortable working in a busy environment where excellent communication and attention to detail are essential.

About My Care Plan Manager

My Care Plan Manager provides NDIS Plan Management services to participants across Australia. Our team supports participants, nominees, Support Coordinators and service providers with the financial administration of NDIS plans, including invoice processing, budget information, provider enquiries and general Plan Management assistance.

We are committed to delivering responsive, respectful and reliable service while supporting participant choice and control.

About the Role

The Customer & Administration Support Officer will work across customer service and administration functions within our Plan Management team. The role involves managing inbound and outbound phone calls, responding to emails, assisting participants and providers, maintaining records, supporting onboarding processes, following up documentation and helping ensure customer enquiries are handled accurately and efficiently.

A practical understanding of the NDIS is important, as you will regularly communicate with different stakeholders across the NDIS ecosystem.

Key Responsibilities

Your responsibilities will include:

- Answering incoming telephone calls professionally and promptly.
- Making outbound calls to participants, nominees, providers and Support Coordinators where required.
- Responding to participant, provider and stakeholder enquiries by phone and email.
- Assisting with general NDIS Plan Management enquiries.
- Providing updates regarding invoices, payments and claim status.
- Assisting participants and providers with portal access and general system enquiries.
- Supporting participants with general budget information and Plan Management processes.
- Communicating with Support Coordinators regarding participant accounts and administrative matters.
- Following up incomplete,



incorrect or missing documentation.
- Maintaining accurate participant, provider and stakeholder records.
- Completing data entry accurately and efficiently.
- Managing electronic files and document storage.
- Assisting with participant onboarding.
- Assisting with service agreements, consent forms and other required documentation.
- Monitoring shared inboxes and allocating enquiries appropriately.
- Preparing professional emails, letters and general correspondence.
- Assisting with provider and account administration.
- Recording accurate notes following customer interactions.
- Escalating complex, urgent or complaint-related matters appropriately.
- Maintaining privacy and confidentiality at all times.
- Supporting the Plan Management, Accounts and Administration teams.
- Assisting with general office administration where required.
- Keeping up to date with relevant NDIS changes and internal procedures.

NDIS Knowledge Required

Applicants should have a practical understanding of the NDIS ecosystem, including:
- The role of the National Disability Insurance Agency (NDIA).
- The role of NDIS Plan Managers.
- The difference between Agency-managed, Plan-managed and Self-managed funding.
- The role of Support Coordinators and Specialist Support Coordinators.
- The role of Local Area Coordinators.
- The role of Early Childhood Partners.
- The relationship between participants, nominees, providers, Support Coordinators and Plan Managers.
- General understanding of NDIS plans and funding periods.
- General understanding of NDIS support budgets and funding categories.
- Basic understanding of provider invoices and claims.
- Awareness of NDIS Pricing Arrangements and Price Limits.
- Understanding of registered and unregistered providers.
- Understanding of participant choice and control.
- Understanding of privacy and confidentiality requirements.
- Understanding when an enquiry should be referred to another stakeholder or the NDIA.

The role does not involve making funding decisions or providing clinical or legal advice. However, the successful candidate must be able to understand the NDIS system well enough to provide appropriate information and guidance within the scope of Plan Management.

Essential Skills and Experience

We are looking for someone who has:
- Previous experience in customer service and administration.
- A practical understanding of the NDIS ecosystem.
- Excellent telephone communication skills.
- Strong written and verbal communication skills.
- A professional and friendly customer service approach.
- Strong attention to detail.
- Excellent organisational skills.




- Good time-management skills.
- Strong data-entry and computer skills.
- Experience with Microsoft Office and Outlook.
- Ability to learn new software and systems.
- Ability to manage multiple tasks and competing priorities.
- Strong problem-solving skills.
- Ability to remain calm and professional during challenging conversations.
- Ability to work independently and as part of a team.
- Strong understanding of privacy and confidentiality.
- Reliable and professional work habits.

Highly Regarded

Experience in the following areas will be highly regarded:
- NDIS Plan Management.
- NDIS Support Coordination.
- NDIS provider administration.
- Disability or community services.
- Accounts payable.
- Invoice processing.
- Financial administration.
- Customer service or contact centre environments.
- CRM systems.
- NDIS portals or provider management software.

About You

You are organised, approachable and confident communicating with different people. You enjoy helping customers and also take pride in accurate administration.

You understand the importance of listening carefully, providing explicit information, maintaining accurate records and following through on enquiries.

You are comfortable speaking with participants, nominees, Support Coordinators and providers and understand how different stakeholders work together within the NDIS.

You are someone who can balance customer service with administrative responsibilities while maintaining professionalism, accuracy and confidentiality.

What Success Looks Like

You will be successful in this role if you can:

- Provide a high standard of customer service.
- Respond to enquiries professionally and efficiently.
- Maintain accurate participant and provider records.
- Complete administrative tasks on time.
- Understand where an enquiry sits within the NDIS ecosystem.
- Explain Plan Management processes clearly.
- Follow up outstanding matters.
- Escalate issues appropriately.
- Work collaboratively with other team members.
- Maintain strong attention to detail.
- Deliver a positive experience for participants and providers.

Why Join My Care Plan Manager?

We offer:
- A supportive and professional working environment.
- Ongoing NDIS and Plan Management training.
- Opportunities to build your knowledge and skills.
- Exposure to different areas of Plan Management operations.
- Career development opportunities.
- A varied role combining customer service and administration.
- The opportunity to work within a growing NDIS Plan Management organisation.

How to Apply

If you have strong customer service and administration skills, a good understanding of the NDIS ecosystem and an interest in Plan Management, we would love to hear from you. Please submit your resume and a brief cover letter outlining your relevant NDIS, customer service and administration experience.

My Care Plan Manager

Phone: [1300 51 42 29](tel:1300 51 42 29)

Website: MCPM.net.au

📌 Customer & Administration Support Officer – NDIS Plan Management (Malaga)
🏢 My Care Plan Manager Group
📍 Malaga