Team Leader - Relationships Team

Let’s talk about this role

Instacare is now proudly part of nib Thrive, enhancing the support we provide throughout the NDIS journey. As the Team Leader – Relationships Team, you'll play a key role in this mission by taking ownership of the day-to-day operations and performance of the Relationships Team.

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.

Your ability to manage teams, drawing on both your relationship building skills, administration skills and ability to navigate this space will be key.

Responsibilities include:

• Create an inspiring team environment that is trustworthy, united and supportive

• Lead by example displaying the Instacare behaviours – back yourself, catch the good, share knowledge, have real talk, be respectful and empathetic

• To lead and mentor the Relationships Team

• Streamline training and procedure functions within the Relationships Team

• Facilitate training sessions for the Relationships team

• Perform customer intake and manage onboarding processes

• Be a trusted escalation reference for the Relationships Team

• Develop prospective customer relationships, providing guidance and support where required

Let’s talk about you

This team leader position is designed for a customer-focused, empathetic individual who enjoys enabling others. You will have prior experience in developing and mentoring direct reports, ideally with a customer service team focus; with a tailored, communicative, and constructive approach. 

Furthermore, we’re looking for:

• Outstanding interpersonal skills - able to build and foster relationships with people with disability and their families, carers, service providers and government agencies

• Is excited to roll-up-their sleeves to continue growth within the business

• Enjoys creative problem-solving and can demonstrate their ability to develop imaginative strategic solutions

• Ability to work to the highest possible standard, delivering outstanding levels of service

• Understanding of NDIS Legislation, Rules and Regulations (highly desired)

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 you have the relevant skills and this role resonates with you, please apply!

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.

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, 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, please contact us at nibemployment @nib.com.au.

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 provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning 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 with nibGive, including paid leave for volunteering for our nib foundation and community partners

• Support your better health – whatever that looks like 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.