Key skills required for role:

• Providing high quality customer service as the first point of contact and resolution for participants, customers, and stakeholders in person at front in house, over the phone and via email.
• Resolving customer enquiries, where there may not be clear advice, guidance or scripts and/or referring for response by appropriate team, government, or community service as per the work instructions, operational guidelines, and Ministerial direction.
• Triaging of moderately complex enquiries to the appropriate team.
• Managing and resolving participant matters as per work instructions, operational guidelines, and Ministerial direction.
• Making outbound calls to NDIS participants, providers, and other stakeholders.
• Undertaking suitability assessments for entry and exits into specialist planning streams.
• Managing inboxes, including triaging, and making decisions on priority and escalated participant matters and referring to appropriate service delivery teams.
• Assisting project management activities, such as the development of project plans, providing advice, assisting with research and analysis, and supporting regular project reporting.
• Assisting and researching solutions for moderately complex issues, including participating in risk management analysis ensuring priorities and timeframes are met.
• Working collaboratively in a team environment, providing feedback, contributing to process improvement, team activities and on-the-job support.

Desirable skills to have for the role:

• Empathy and excellent customer service skills for handling sensitive or challenging conversations.
• Problem solving and decision making based on evidence and sound judgment.
• Ability to manage multiple tasks, meet deadlines and adhere to schedules.
• Ability to adapt to change and work in dynamic environments.

How to Apply

If you’re ready to make a meaningful impact, we want to hear from you!

Apply directly using the link provided or by submitting your CV. For confidential discussion, please don't hesitate to contact me: rashi.joshi@randstad.com.au

Please note: Applications for this role close at 12pm on 1st October 2025.