Customer Care Team Member

2 weeks ago

Melbourne, Australia McMillan Shakespeare Full time

Plan Tracker and Plan Partners are Plan Management and Support Coordination providers supporting NDIS participants around the country. As part of McMillan Shakespeare Group, we have delivered these services to people living with a disability since October 2016 and since then we have rapidly grown to become one of Australia’s leading experts in NDIS Plan Management and Support Coordination

As a Customer Care Team Member you will champion our value of Customer Always, demonstrating a customer-centric mindset in all your interactions. You will be the first point of contact for customers, service providers and support coordinators responding promptly, helping with enquiries and resolving issues.

Your role will include:

- Simplify the NDIS by providing tools, services and education to participants, families, and providers
- Maintain and update records of every customer transaction including details of comments, enquiries, complaints, and actions taken via call notes in the company’s systems

What you’ll bring
- Minimum of 1 to 2 years experience working in Contact Centre to KPIs
- NDIS knowledge and experience preferable but not necessary
- You enjoy assisting customers with their enquiries and can provide simple explanations to complex issues
- Exceptional verbal and written communication skills
- Proficient use of Client Relationship Management Systems

What we can offer you:
- Novated leasing benefits and discounts- 12 weeks paid parental leave and access to our Parents Portal- Comprehensive learning and development opportunities to support your career growth- Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations- Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund- Exempt Employee Share Plan

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.- We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.- We embrace hybrid working and welcome conversations about flexibility.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at

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