About Leap in!

We run an innovative service model that simplifies the NDIS for our Members. Through information, strategies, connections and unique Member benefits, we enable people with disabilities to live their best life.

Leap in! was established in late 2017. Our customer-centric approach has earned us a reputation as a trusted leader in the NDIS space winning Plan Manager of the year the last 2 years running.

About the Role

In this rewarding role, you will:

Support our Members by providing guidance on NDIS guidelines and helping them navigate their funding and supports.

Build meaningful relationships with our Members, supporting them to achieve their NDIS plan goals and resolving issues with empathy and professionalism.

Collaborate across teams internally and with external stakeholders, including the NDIA and disability support providers, to ensure a seamless plan management experience.

Contribute to innovation by identifying efficiencies, improving processes, and continuously enhancing our service delivery.

Champion continuous improvement through professional development, feedback, and involvement in quality assurance processes.

A Day in the Life

Assist Members over the phone with understanding NDIS eligibility, supports, and service alignment with plan goals.

Resolve phone queries from Members and providers and escalate urgent matters with care and urgency.

Manage invoices, track correspondence, and ensure accurate data entry in our systems.

Over the phone guidance for new Members through their onboarding process, setting them up for success from day one.

What You’ll Bring

We’re looking for someone with:

A high level of customer service experience and an engaging telephone manner.

Exceptional communication skills, empathy, and the ability to adapt to a diverse range of customers.

A keen eye for detail and strong organisational skills.

A positive, solutions-focused approach and a passion for delivering meaningful support to our Members.

Knowledge of the NDIS Act and relevant legislation is highly regarded.

Why Join Us?

Leap in! is more than just a workplace—we’re a community. When you join our team, you’ll experience:

Impact in the disability community and the satisfaction of knowing your work makes a difference.

A culture of inclusion where diversity is celebrated, and everyone feels included.

We’re very proud of our diverse and inclusive culture. Our Members come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger as an organisation. If you share our values and our enthusiasm for customer experience excellence, you’ll be at home at Leap in!.

We are proud founding members of the Inclusive Employment Movement and are committed to ensuring that we are a Child-Safe, Child-Friendly organisation.

Our Cultural Foundations.

We take responsibility.
We show up for ourselves, our team and the business. Together, we create Leap in!’s success.

We have a growth mindset.
We’re curious, and we’re all part of the solution. We each have the power to make a difference.

We put customers at the centre of everything we do.
Our customers’ happiness is our success. We’re committed to making a difference in their lives.

We’re passionate and driven. We’re agile and always looking for a better way. We are high performers.

We walk the talk.
We take our work seriously. We’re good humans doing good in the world.

We offer…

Hybrid set-up - We’re a hybrid workplace, balancing time in the office with remote work.

We care - Be surrounded by a supportive, family-friendly working environment.

Keep growing with us - Ongoing career development opportunities.

Floating Public Holidays - Acknowledge a significant day your way with family and friends.

Flexi Leave Days – After a short qualifying period, enjoy one day off every 3 months to focus on your health and wellbeing.

Employee Assistance Program - 24/7 service that includes counselling support for you and your immediate family.

Company paid parental leave - Access 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.

Reward and recognition - Celebrate wins and recognise great performance with an easy and accessible quarterly Reward and Recognition program.

Ready to Apply?

If you’re passionate about making a difference and ready for a role with purpose, apply today to become a Plan Manager with Leap in!

Note: Employment with Leap in! is subject to satisfactory background checks, including a National Police Check, NDIS Worker Screening Clearance, and Blue Card. Candidates must hold or be eligible for a Working with Children Card or Disability Worker Screening Card.