Hybrid Customer Relationship Consultant

at nib Group

• Job title: Customer Relationship Consultant
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Mulgrave, Australia

About the role

• Customer Relationship Consultant supporting NDIS participants at nib Thrive. Onboarding clients and providing guidance while fostering relationships with service providers and families.

Responsibilities

• Answering incoming phone calls, emails and live chat enquiries
• Responding to requests for information utilising Instacare and NDIS core systems, scripts and templates
• Support and manage clients through the onboarding process
• Proactively manage Instacare clients (and/or their Principal Carers) to assist and educate them in the use of their NDIS funds (where they don’t have support coordination)
• Provide Plan Management phone support as the first contact
• Foster positive relationships with clients – be their trusted NDIS advisor
• Initial training will take place in person at the Mulgrave hub. After that, the role will transition to a hybrid working model, with 1–2 days per week in the office and the remaining days working from home.

Requirements

• Strong communication skills with a confident, friendly phone manner and a "can-do" attitude
• Proven ability to multitask, take initiative, and self-manage workflow with great attention to detail
• At least 2 years of experience in administrative, customer service, or accounts roles, with a solid understanding of online technology and systems
• Experience in the NDIS or disability sector and qualifications in a related field (desirable but not mandatory)

Benefits

• Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance
• The opportunity to give back to the community through paid leave for volunteering through nib Foundation
• Support your better health – whatever that looks for you - through our nib Well Program and corporate fitness discounts
• Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits
• Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees