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

The Agency ICT Services Branch is responsible for supporting all ICT systems and infrastructure.
The branch provides ICT Support to Agency Staff and Partners, including maintenance, infrastructure and hardware, transition to new ICT services and improving ICT services to meet business requirements.

We are looking for an innovative Assistant Director - Contact Centre Systems to join our team.

The contact Centre Systems is designed to provide ongoing support to the agencies contact systems. This includes telephone, webchat, work force scheduling and reporting tooling. These systems are the primary way we interface with our customer base and small changes to reduce manual tasks or improve quality can make a large impact to the NDIS customer base.

Where you can add value

The Assistant Director - Contact Centre Systems will provide strategic leadership and guidance to ensure the effective delivery of contact centre systems and solutions, including the management, development, implementation, and maintenance of contact centre applications and services.

Responsibilities of the role may include:

• Collaborating with various stakeholders to understand their needs and ensure that the developed and in-operations contact centre solutions meet their needs.
• Creating and managing processes, tooling and staff that support the ongoing development and operation of the agency’s contact centre systems.
• Advocate for the agencies Contact Centre tooling and provide innovative solutions to reduce manual tasks and improve quality of outcomes.
• Overseeing the troubleshooting and resolution of technical issues related to contact centre systems.
• Managing vendor relationships and ensuring that service level agreements are met.
• Preparing and presenting reports on the performance and status of contact centre systems to senior leadership.

Enough about us, let’s talk about you

Our ideal candidate is passionate about enhancing the efficiency and effectiveness of contact centre operations and has demonstrated experience driving continuous improvement.

They show innovation and foresight, developing long-term strategies that align with organisational goals.

They excel at working closely with business stakeholders to understand their needs and ensure an excellent contact centre offering whilst supporting and contributing to a cohesive team.

Experience in leading the delivery and support of enterprise grade contact centre systems is desirable.

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

While this role is ideally performed from Deakin - ACT, 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 Monday, 14 April 2025 11:30pm AEST

If you have any questions, please contact Michael Trevean on 0439864506 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 Hoban on 1300 550 388 [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.