Client Services Team Leader

**NDIS Client Services Team Leader, Hybrid Opportunity**

**Position**:Client Services Team Leader** (Plan Management Services).

This role would suit someone with **4+ year of experience in NDIS Plan Management** who understands all facets of the plan management role with an emphasis on participant choice and control. This is a leadership role, supported by a dedicated team that values collaboration, integrity, and diversity. Disabled people and/or people with lived experience are strongly encouraged to apply. You will love the opportunity to meet new service providers, share solutions and provide amazing and friendly service.

**About Us**:
Your Plan Manager (YPM) is a leading intermediary NDIS Plan Management service provider, well known across Australia. Here at YPM, we provide personal, friendly service to our clients with a focus on delivering better-than-expected outcomes. We support full choice and control for participants and encourage them to make decisions around their plans.

**The Role**:
As a Client Services Team Leader, you will lead and support a motivated team, ensuring efficient and timely service delivery. Your key focus will be fostering strong client and stakeholder relationships, maintaining compliance with NDIS requirements, stay informed about updates and changes to NDIS policies and guidelines and empowering your team to deliver outstanding service. Collaborating with the management team, you will ensure smooth day-to-day operations and drive continuous improvement across all areas.

**Key Responsibilities**:
**This dynamic position will be responsible for, but not be limited to**:

- Cultivate a positive, proactive, and enthusiastic attitude to learning and engagement within a team.
- At this level, employees are responsible for supervising team members in their daily tasks. Engage in complex operational work and handle the planning and coordination of activities within the client services team.
- Assist with and provide high-quality record management.
- Ensure ongoing retention and engagement of participants and their teams through relationship building, friendly service and a great attitude.
- Provide high levels of service and general advice & guidance to the client services team.
- Ensure all timeframes and targets are achieved for responsive communication, inquiries, and milestone contact with clients.
- Proactively ensure that Your Plan Manager is represented and promoted within the industry and community.
- Ensure correspondence and documentation are managed efficiently and confidentially.
- Identify and report any risks to the Manager and maintain current knowledge of the NDIS, Quality and Safeguards, price guides, and guidelines and proactively drive your learning and growth.

**About You**:

- Positively contribute to the achievement of the business objectives whilst maintaining a focus on the business values.
- Adhere to all policies and procedures and engage in performance reviews and coaching.
- Proactively participate and conduct team communication, including meetings.
- You will be responsible for managing and organising the client services team day to day operations and may also be required to address formal disciplinary matters within the team as needed.
- Actively and positively participate in training provided.
- Be an effective time manager of your work and team tasks.

**Essential Requirements**:

- Advanced understanding and commitment to person-centered support and services to people with a disability, their teams, and service providers.
- Diploma in Business Administration, Disability, Customer Service or higher and/or similar demonstrated work-related experience in working with people with a disability.
- Minimum 4 years experience in a plan management role with an emphasis on relationships with a diverse range of clients and their teams.
- Demonstrated experience in a client relationship role where developing, building, and maintaining relationships is a priority to ensure client retention and growth.
- Familiarity with the basics of human resource management principles and the capability to provide on-the-job training support to Plan Services Officers or volunteers.
- Demonstrated experience in responsibility for quality outcomes through relationship management and high-volume client/customer interactions using established tools, processes, procedures, and scripts.
- Proven expertise in interpreting the NDIS price guide, planning decisions, and reasonable and necessary scope of plan funding.
- Excellent verbal and written communication skills.
- NDIS Worker Screening certificate to be acquired upon employment
- Own laptop.

**Benefits**:

- Opportunity to combine working from home and office-based days after a successful probation period and suitability.
- Above award remuneration.
- Employee Assistance Program.
- Access to our Continuous Professional Development Program.
- We’re growing and that’s exciting, that means you get to be part of the big