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

Are you looking for a new role where you can make a difference and further develop your customer service skills? Look no further! These roles are an exciting and rewarding opportunity to join our National Contact Centre (NCC), a critical function of the NDIA! We have multiple opportunities to join the NDIA as an APS3 Service Officer within NDIA’s NCC.

The NCC is the primary communication channel for people to contact the NDIS. The NCC responds to telephone, email and webchat enquiries from NDIS participants, prospective participants, providers, organisations and the general public. This role presents a great opportunity to represent the NDIA and work with the community to ensure the successful delivery of NDIA services.

We have multiple APS3 NCC Service Officer positions available in our NCC locations in Midland WA, Townsville QLD and Robina QLD.

The NCC operates between 8am and 8pm Monday to Friday excluding Public Holidays. This role involves a flexible mix of inbound and outbound calls, email processing and Webchat, requiring you to work rotating shift patterns of 7.5 hours per day, Monday to Friday. Shift preferences can be requested and may be granted depending on business needs.

Successful candidates will receive comprehensive training, delivered face to face in the office 9am to 5pm daily for the first four weeks, followed by a highly supported consolidation period of a further 8 weeks working primarily in the office. After this initial period, flexible hybrid work from home arrangements and reduced hours can be considered in line with NDIA’s endeavour to support flexible working arrangements. This is a shift work position, so you must be available to work during the NCC’s operating hours and be available to work as per the work pattern.

These vacancies are available under three streams; General, Affirmative Measures – Disability and Affirmative Measures – First Nations. Please indicate which stream you are applying for at the time of completing your application.

*General stream is open to all eligible Australian Citizens.

*Affirmative Measures – Disability provisions are open for these positions. The affirmative measure position is to improve employment opportunities for people with disability in the Australian Public Service. They are open only to people with disability. To be part of the affirmative measures employment process applicants must be able to provide evidence at the offer stage.

*Affirmative Measures – First Nations provisions are open for these positions. The affirmative measure positions are to improve employment opportunities for Aboriginal and/or Torres Strait Islander people in the Australian Public Service. To be part of the affirmative measures employment process applicants must be able to provide evidence at the offer stage.

Where you can add value

As an APS3 National Contact Centre Service Officer, you will play a vital role in providing exceptional customer service and support to those who contact the NDIS National Contact Centre. You will contribute to the NDIAs objectives to create a world-class National Disability Insurance Scheme and have the opportunity to positively impact the lives of many individuals and their families.

To be successful in this role we are looking for candidates that can demonstrate:

• Empathy and patience while communicating with members of the public
• Previous call centre and/or customer service experience
• High-level verbal and written communication skills
• A commitment to providing excellent outcomes for our participants and partners

Enough about us, let’s talk about you

The ideal candidate will have a background working within a contact centre or service delivery environment, with the ability to handle sensitive and personal information with utmost integrity. You will be able to work collaboratively within a team and foster a positive work culture and environment.

To join our team, you will have:

• A positive contemporary attitude to people with a disability, whilst promoting inclusion and diversity
• A willingness to work within a team environment
• Attention to detail with the ability to learn new processes

Staff in our NCC engage directly with the Australian public, so it is essential for candidates to possess the ability to interact with members of the community with complex needs that are disadvantaged. NCC Contact Service Officers will rely on their interpersonal and communication skills to support our partners and achieve positive outcomes. Successful candidates will have the ability to leverage on their personal resilience to work within an environment that may be confronting and challenging at times.

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

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 11:00pm Monday 17 March 2025 AEDT.

If you have any questions, please contact Nicole Moore on 07 5501 6932 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 1300 138 [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.