Customer Engagement Consultant - Instacare

About the role

As a Customer Engagement Consultant, you’ll deliver personalised, empathetic support to NDIS participants and their representatives across phone, email and digital channels.

You’ll be the trusted voice of nib Thrive, guiding participants from onboarding through to day-to-day plan navigation, ensuring every interaction is clear, proactive and solution-focused.

This is a role where you’ll make a real difference: helping people understand their plans, resolve complex issues, and feel confident in their choices.

What you’ll be responsible for:

• Deliver exceptional, personalised service across all customer interactions

• Guide participants through onboarding, funding rules and plan utilisation

• Provide clear, accurate advice aligned with NDIS pricing and regulations

• Resolve complex enquiries with empathy, clarity and ownership

• Achieve first contact resolution wherever possible

• Proactively identify risks, issues or disengagement and act early

• Support participants and providers with invoice and payment queries

• Build strong relationships with participants, providers and internal teams

• Capture accurate records and insights to improve service delivery

• Contribute to continuous improvement and customer experience uplift

About you

You’re a strong communicator who combines empathy with problem-solving capability. You thrive in a fast-paced, customer-focused environment and take pride in delivering meaningful outcomes.

You’ll bring:

• Experience in customer service or contact centre environments

• Strong communication and relationship-building skills

• Ability to explain complex information simply and clearly

• Proven problem-solving capability and sound judgement

• A high level of accountability and ownership

• A genuine passion for supporting people and improving outcomes

Highly regarded:

• Experience within NDIS or the disability sector

• Understanding of NDIS funding and pricing frameworks

• Lived or professional experience supporting people with disability

We know some people only apply when they meet every requirement. We’re always on the lookout for curious individuals who will add to the culture – so if this role resonates with you and you have relevant experience, we’d love to hear from you!

About nib Thrive 

nib’s vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion.

nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib Group. In November 2022, nib acquired its first registered NDIS Plan Manager, since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family. nib Thrive currently supports over 40,000 participants with managing their plan.

Diversity, equity and inclusion

We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles.

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at [email protected]  

Working at nib

Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose.

Other benefits to support you at work (and play) include:

• New starter benefit to help set up a functional home workspace

• 50% discount on employee health insurance + 35% off travel insurance

• The opportunity to give back to the community through paid leave for volunteering through nib foundation

• Access to our nib Well Program and corporate fitness discounts

• Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits

• 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. All successful applicants will be required to obtain and hold valid NDIS clearances, including a valid working with children check as per nib’s NDIS Workforce Policy.  

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.