Client Services Officer

Are you passionate about providing exceptional customer service and assisting people with disability? Join First2Care as a Client Services Officer and be part of a growing team that supports NDIS participants to live their best life.

About Us

First2Care is an industry-leading provider of independent plan management services, exclusively tailored for participants in the National Disability Insurance Scheme (NDIS). As a registered NDIS service provider with more than 40 years of proficiency in financial management, we exemplify our dedication to genuine care through an unwavering commitment to delivering optimal plan management solutions.

We pride ourselves on enabling and supporting our plan-managed clients to dream up their best life, plan to achieve their goals, and live the life they want to live.

Operating across Australia, we value our staff and are committed to nurturing a culture of belonging, inclusion and continuous development.

We recognise the value of a diverse workforce and strongly encourage applications from people with disability, people of all ages, First Nations peoples, LGBTIQA+ communities and diverse cultural backgrounds. If you require any adjustments to the recruitment process, please let us know so we can support you to present your best self.

About The Role

Our Client Services Officers
harness their strong telecommunication and administrative skills to provide first-contact services relating to all aspects of a NDIS participant's managed plan.

Leveraging the First2Care dedicated customer service phone line and our general support and enquiries email platform, you'll be the primary point of contact for our existing and prospective clients, their providers, and stakeholders. Your role is to manage both customer and team relationships effectively, respond to enquiries and complaints promptly, and build long-term, trust-based relationships with NDIS Participants, Nominees, and providers who reach out to First2Care.

Key Responsibilities

· Managing incoming and outbound enquiries through our phone lines, providing exceptional customer service.

· Responding promptly to email enquiries accurately, utilising internal platforms, resources and templates.

· Accurately entering and reviewing data and information related to participant NDIS plans.

· Providing guidance on resource allocation and effective use of NDIS funding to support capacity building.

· Ensuring all client services and communications comply with NDIS legislation, Practice Standards, and First2Care's policies.

· Maintaining accurate, comprehensive, and audit-ready records in line with First2Care and regulatory standards.

· Upholding privacy, dignity, and safeguarding in every interaction, in accordance with privacy laws and the NDIS Code of Conduct.

· Participating in professional development, training, and team meetings to stay current with NDIS updates and sector trends.

· Contributing to a positive team culture that values collaboration, accountability, inclusion and client centred service.

Required Skills and Experience

· Strong interpersonal and communication skills, including complex or sensitive conversations

· High attention to detail and excellent time management

· Problem-solving capabilities and a solutions-focused approach

· Ability to work both independently and collaboratively

· Strong digital literacy: proficient in Microsoft 365, CRM platforms, cloud-based tools, time recording, and soft phone systems

· Knowledge of the NDIS and plan management is highly desirable but not essential.

What We Can Offer You

• You'll be equipped with secure access to our digital systems, including our plan management platform, communication tools, and cloud-based systems.

• You'll receive comprehensive training and support to thrive in a dynamic working environment.

• You'll work from our modern, accessible office which is conveniently located in Spring Hill and has public transport options nearby.

• You'll gain access to our Employee Assistance Program (EAP) allowing free counseling for you and your immediate family and a supportive team environment.

• You'll receive professional development and career growth opportunities, Including access to a comprehensive learning and development platform.

Pre-Employment Requirements

· Current holder of or eligible to gain NDIS Worker Screening Check (Yellow Card)

· National Police Check

· Verification of Australian working rights

· Two referees, including one from a recent employer/supervisor

If you would like to discuss adjustments to the recruitment process or have questions about the role please contact