Job Details
  • Reference394214A_1655694252
  • LocationDandenong
  • SalaryUp to AU$58.50 per hour
  • Job TypeFull Time
  • Posted10 days ago
  • ConsultantNimmy De Silva

APS6 NCC Service Support Officer

Full Time Standard hours of work:
8:30am till 5:00pm
Location: Dandenong Office
Pay rate: $58.50 Hourly

About the Team

The Contact Centre Branch undertakes service delivery implementation and enhancement for participants and providers of the NDIS. The NDIA National Contact Centre (NCC) is the main communication channel for people to contact the NDIA. The NCC responds to enquiries from participants, prospective participants, providers, organisations, and the public.

The NCC completes a range of processing workloads including outbound call campaigns and internal IT support. It delivers a wide range of customer enquiry and contact services related to the entire NDIS participant and provider pathway.

About the Role
The APS6 NCC Service Support is accountable under limited direction to undertake complex work that is guided by legislation, policies, procedures, standards, methodologies, and precedents.
The position will provide detailed technical, professional, policy, operational support, and advice in relation to complex problems. It may be required to coordinate and assist in the strategic planning, program and project management and policy development that support the NDIA's objectives to "build a world-leading National Disability Insurance Scheme".

Responsibilities may include but are not limited to:

  • Coordinating and drafting high level correspondence and reports.
  • Providing coaching and feedback to teams to ensure quality outcomes.
  • Contributing to process improvements and implementation.
  • Monitoring impact and quality of customer service activities and managing feedback for the branch.
  • Creating and reviewing training resources, scripting, learning & development material and work instructions.

Information technology and Security

  • computer/software applications - Microsoft Office computer-based work
  • ability to access and use client records management system (CRM) and associated NDIA business applications

If you are interested and available for this position, submit your CV today. Submissions close 26th of June 2022. Interviews held Mon 27th and 28th of June.