Teams at nib Group

Coordinate and embed a quality assurance framework across participant experience by monitoring customer interactions, analysing quality data, providing insights and recommendations, coaching frontline staff, ensuring NDIS compliance, and driving continuous improvement.

Coordinate and deliver internal communications and change support for nib Thrive. Maintain comms calendar and change register, draft plain-English content across SharePoint, Teams and Workvivo, support impact assessments, engagement activities, readiness materials, and measure communication effectiveness and change readiness.

Provide empathetic, personalised support to NDIS participants across phone, email and digital channels. Guide onboarding, plan navigation, funding rules and invoice/payment queries. Resolve complex enquiries, achieve first-contact resolution, record accurate case notes, identify risks, and collaborate with providers and internal teams to improve customer experience.