Service Team Lead

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 and are currently supporting more than 46,000 NDIS participants. nib Thrive is currently one of the top three largest plan managers in Australia.

Let’s talk about diversity, equity and inclusion

Let’s talk about this role

The Service Team Lead champions the delivery of an exceptional and personalised service to NDIS participants and key stakeholders by expertly guiding Service Consultants in responding to Participant enquiries and ensuring adherence to NDIA guidelines.

Beyond leading the team to deliver great service, the Service Team Lead actively drives continuous improvement initiatives, not only by implementing and contributing to these initiatives, but also actively supporting Service Consultants in adopting best practice.

Through effective leadership, mentoring and coaching, the Service Team Lead empowers and supports Service Consultants to ensure the highest levels of performance and growth for individuals- Promote a culture of collaboration, open communication, empowerment and transparency to foster a high performing team- Facilitate performance plans, performance reviews and development plans for team members- Focus on driving improved participant experience by utilising front line and participant insights- Oversee calls and external communication to ensure all interactions with participants and stakeholders are being responded to with high quality service and adhering to best practice and NDIS regulations

Let’s talk about you
- You are a team leader who has experience in creating an energised workplace that fosters employee engagement and team collaboration. You have the ability to deliver clearly defined expectations and celebrate employee successes and contributions.
- Other skills to set you up for success;- Demonstrated leadership skills & experience- Strong stakeholder management & communication skills- Demonstrated ability to deliver results in a fast paced, evolving environment- Demonstrated ability to motivate and support a team, with an emphasis on coaching and development of skills and tasks- Exceptional written and verbal presentation and communication skills- Ability to build and maintain collaborative working relationships- Genuine empathy and desire to achieve positive outcomes for NDIS participants and their key stakeholders
- 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 wo