Escalations & Resolutions Specialist

As an Escalations and Resolutions Team Member, you will be the key contact for escalated and complex queries, complaints, and sensitive issues.

At Plan Partners, we are on a mission to empower people with disability to live the life they choose. As part of the leading provider of NDIS plan management and support services in Australia, we take care of the details so our participants can focus on what truly matters: achieving their goals and living their best lives.

We are now seeking an Escalations and Resolutions Team Member to join our dynamic national team and play a pivotal role in delivering exceptional service and support.

This is not a standard customer service position. As an Escalations and Resolutions Team Member, you will be the key contact for escalated and complex queries, complaints, and sensitive issues. You will use your problem-solving skills and deep understanding of customer service to resolve challenges quickly, effectively, and with empathy.

In this role, you will:

• Resolve complex customer queries and deliver expert advice across phone, email, and live chat channels.

• Investigate and resolve complaints from start to finish, preventing issues from escalating further.

• Build and strengthen relationships with participants, support coordinators, service providers, and internal teams.

• Coach and support colleagues to enhance team capability and overall service quality.

• Contribute to continuous improvement initiatives and help shape processes that deliver better outcomes for customers.

Why Join Plan Partners

• Purpose and impact: Your work directly improves the lives of people living with disability.

• Growth and development: We invest in your learning through coaching, training, and clear career pathways.

• Supportive culture: Work alongside a collaborative team that values diversity, inclusion, and innovation.

• Variety and challenge: No two days are the same, and your input will help shape how we deliver service excellence nationwide.

What You Will Bring

• A genuine passion for delivering exceptional customer service and creating positive outcomes.

• Strong problem-solving skills and clear communication, with the ability to remain calm and empathetic under pressure.

• Confidence in owning complaints from start to resolution and turning challenges into solutions.

• A collaborative mindset and willingness to support and coach others within the team.

• An eagerness to learn about the NDIS and disability services sector if not already familiar.

Ready to Make an Impact?

If you are ready to take your customer service career to the next level and want your work to truly matter, we would love to hear from you. Join Plan Partners and help shape a future where people with disability have the freedom to live the lives they choose.

Apply now and turn your passion for people into a career with purpose.

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. 

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate.  All information provided will be treated confidentially. 

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

---