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Customer Support Consultant - Plan Management

Customer Support Consultant - Plan Management

nib GroupCouncil of the City of Sydney, New South Wales, Australia
8 days ago
Job description

Customer Support Consultant - Plan Management

Join nib Group as a Customer Support Consultant for our newly acquired Instacare business. Your primary role is to be a trusted advisor and deliver excellent customer service, cultivating relationships within the Instacare team, local area coordinators, service providers, and other stakeholders.

Responsibilities

  • Respond to requests for information using Instacare and NDIS core systems, scripts and templates.
  • Support and manage clients through the onboarding process.
  • Make outbound follow‑up calls to external parties to obtain client plan details.
  • Proactively manage Instacare clients (and / or their Principal Carers) to assist and educate them in the use of their NDIS funds.

Qualifications

  • At least 2 years of experience in an administrative, customer service or accounts officer role.
  • Excellent written and verbal communication skills.
  • Ability to multitask and self‑manage workflow.
  • Attention to detail and strong problem‑solving abilities.
  • Demonstrated experience handling online technology and systems.
  • Understanding of the NDIS and the disability sector is advantageous.
  • Proactive, detail‑oriented and capable of building relationships with clients and stakeholders.

    • Diversity, Equity and Inclusion

    We welcome applicants from all backgrounds and are committed to an inclusive workplace. Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ and culturally diverse community members are encouraged to apply.

    Working at nib

    Our hybrid working model offers flexibility to work from home or our purpose‑built office hubs in North Sydney. We foster a culture of purpose, collaboration and continuous improvement.

    Benefits

  • New starter benefit to help set up a functional home workspace.
  • 50% discount on employee health insurance and 35% off travel insurance.
  • Paid leave for volunteering through the nib Foundation.
  • Access to the nib Well Program and corporate fitness discounts.
  • Employee share plans, short‑term incentive programmes and life and salary continuation insurance benefits.
  • 18 weeks paid parental leave for all new parents regardless of carer status.
  • 5 days paid cultural leave for First Nations peoples.
  • 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees.

    • Fine Print & EEO Statement

    All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete background checks, including a NDIS worker screening check and obtain NDIS clearance before commencing work.

    Recruitment Process

    After applying, you will receive an email confirmation. Within 1–2 weeks you’ll get an update on your application status. If successful, a Talent Acquisition team member will contact you to discuss the role, your motivations and career history.

    If you identify as a person living with disability and require adjustments to the recruitment process, please contact nibemployment@nib.com.au.

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    Management Consultant • Council of the City of Sydney, New South Wales, Australia