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 time frames 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 judgement.
• 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: hannah.thomas@randstad.com.au

Please note: Applications for this role close at 12pm on 8th October 2025.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.