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

This is an exciting Team Leader opportunity, as the APS6 NCC Service Officer. This role sits in the Operations team of the National Contact Centre Branch, part of the NDIA Service Delivery group. It plays a key role in providing best practice service delivery to NDIS participants and anyone contacting the NDIA.

The NCC handles all inbound calls and webchats, conducts outbound call campaigns and completes a range of processing workloads including emails and other service provision functions and projects.

Where you can add value

The APS6 NCC Service Officer – Team Leader role plays a key role in creating a positive and supportive team culture and leading NCC Service Officers to provide best practice service delivery through the Contact centre. NCC Team Leaders have up to 15 direct reports from APS3 to ASPS5 level.

Responsibilities include, but are not limited to:

• Coaching individuals, setting performance expectations, and completing Quality Assessments for Service Officers.
• Completing performance reviews, providing constructive feedback, building the team’s knowledge and awareness of the Agency.
• Managing escalated service, enquiries, complaints, and interactions.
• Providing operational support for the branch, identifying improvement opportunities, and driving service delivery efficiency across the NCC.
• Co-ordinating and distributing communications, monitoring enquiries, identifying trends, managing feedback and reporting to stakeholders.
• Managing secure and sensitive data.
• Coordinating and drafting correspondence and reports.

Enough about us, let’s talk about you

The ideal candidate should have experience in a large or government Contact Centre and/or a background in complex customer service roles, service delivery or the disability Sector and have previous experience in leading teams of 10 or more staff. You will thrive and contribute in a team environment and be a positive influence on your team and your work environment.

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

While this role is ideally performed from Deakin - ACT and Robina - QLD, remote working arrangements may 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 on 23rd March 2025 at 11:30 PM AEDT

If you have any questions, please contact Cameron Walker on 0436 809 002 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 138 337 [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.