EL2 National Contact Centre Operations

Our participants, Our people, Our purpose

Currently, there are around 4.3 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 600,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.

A new role awaits

The Director National Contact Centre Operations role is part of the National Contact Centre Operations team and plays a key role in providing best practice service delivery to NDIS participants and anyone contacting the NDIA. The role has up to 5 direct reports at EL1 level.

The National Contact Centre (NCC) is the main communication channel for people to contact the NDIA to make enquiries about the NDIS. The NCC responds to enquiries from participants, prospective participants, providers, government and private organisations and the general public.

Where you can add value

What we're looking for in our ideal candidate:

• A positive contemporary attitude to people with a disability and value social inclusion and diversity.
• A willingness to put the participants at the heart of everything you do.
• Strong leadership and the ability to manage and inspire large teams.
• The ability to deal with complex and at times confronting enquiries and escalations
• Attention to detail
• A high-level understanding of the objectives and operation of the NDIS.
• Experience in managing large service delivery teams in a complex or government contact centre is required.

Desirable skills, experience and qualifications:

• Excellent written and verbal communication and interpersonal skills.
• Empathy and soft skills for handling sensitive or confronting conversations.
• Problem solving and decision making based on evidence and sound judgment.
• Ability to manage multiple tasks, meet deadlines and adhere to schedules.
• Ability to adapt to change and work in dynamic environments
• Ability to meet or exceed internal or external customer expectations while cultivating relationships that secure commitment and trust.
• Ability to plan and support the development of team members' knowledge, skills and abilities so that they can fulfill current or future job responsibilities.
• Ability to implement an action plan for self and others to complete work efficiently and on time by setting priorities, establishing timelines, and leveraging resources.
• Ability to engage team members in developing and committing to an action plan that targets specific behaviors, skills, or knowledge needed to ensure performance improvement.
• Ability to consistently maintain high levels of activity or productivity; operating with vigour, effectiveness, and determination over extended periods of time.
• A high-level understanding of the objectives and operation of the NDIS.
• There are no specific qualifications required for this role.
• Experience in managing large service delivery teams in a government or complex contact centre is a requirement.

Your NDIA Experience

We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while we're based far and wide across the country, we make sure nobody feels they are out on their own.

• You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.
• Access to higher superannuation and above market leave entitlements
• Competitive remuneration and working conditions that support a positive work life balance
• Access to ongoing professional development and learning

This role is to be performed from the NDIA QLD - Robina Office, hybrid working arrangements are available. Remote working arrangements cannot be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years may be offered.

Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

Applications for this role close Monday 9 June 2025 at 11.30pm AEST

If you have any questions, please contact Cameron Walker on or email [email protected]

With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.

NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. If you require an adjustment to be made during the recruitment process (including alternate formats of the application form) or have an enquiry about the support provided, please contact DFP Recruitment on [email protected].

RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.

There are certain roles within the National Disability Insurance that may require mandatory vaccination, subject to government order or directive. Evidence may be required prior to commencement.

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