Customer Relationships Consultant

Let’s talk 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 more than 39,000 NDIS participants and is on track to reach its goal of supporting at least 50,000 participants by FY25. nib Thrive is currently one of the top three largest plan managers in Australia. This role will sit with our newly acquired business, Instacare.

Let’s talk about diversity, equity and inclusion

We embrace a flexible working environment and welcome candidates that reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, 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, please contact us at nibemployment @nib.com.au.

Let’s talk about this role

You will be a key team member who makes the first pivotal connection with our NDIS participants and their families. You will provide information and important guidance to our participants whilst ensuring a smooth onboarding process. The role focuses on cultivating relationships within the Instacare team, local area coordinators, service providers and other local stakeholders, and working with prospective clients to explore how Instacare can help.

Day to day you will:

• Answer incoming phone calls, emails and live chat enquiries

• Respond to requests for information utilising Instacare and NDIS core systems, scripts and templates

• Support and manage clients through the onboarding process

• Proactively manage Instacare clients (and/or their Principal Carers) to assist and educate them in the use of their NDIS funds (where they don’t have support coordination)

• Provide Plan Management phone support as the first contact

• Foster positive relationships with clients – be their trusted NDIS advisor

Initial training will take place in person at the Mulgrave hub. After that, the role will transition to a hybrid working model, with 1–2 days per week in the office and the remaining days working from home.

Let’s talk about you

We’re looking for a proactive and detail-oriented professional with the skills and experience to thrive in a dynamic role. You will excel in delivering exceptional customer service while managing operational tasks effectively.

Essential Skills & Experience:

• Strong communication skills with a confident, friendly phone manner and a "can-do" attitude

• Proven ability to multitask, take initiative, and self-manage workflow with great attention to detail

• At least 2 years of experience in administrative, customer service, or accounts roles, with a solid understanding of online technology and systems

• Experience in the NDIS or disability sector and qualifications in a business-related field  (desirable but not mandatory)

At nib, we recognise that some people may only apply when their education, skills and/or experiences are identical to what an employer is looking for in a candidate. We’re always on the lookout for curious individuals who will add to the culture at nib Group – so if this role resonates with you, please apply!

Let’s talk about working at nib

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We offer a new starter benefit to help set up a functional home workspace. At nib, we’re committed to creating a flexible working environment where you’re free to be you. 

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

• Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance  

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

• Support your better health – whatever that looks for you - through our nib Well Program and corporate fitness discounts 

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

• Benefits to support our diverse workforce with 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.