Love solving problems and helping people? Looking for meaningful work with purpose? Join Leap in! as our next Retention Specialist.

We’re Leap in!, Australia’s leading NDIS plan manager. Every day, we help thousands of people with disability navigate the NDIS and live their best life. Our secret? A warm, human approach and a relentless focus on exceptional customer service.

We’re on the hunt for resilient, empathetic, and customer-focused Retention Specialists to join our friendly Crew on a 12-month maximum term contract.

About the role.

You’ll be part of a proactive, high-performing team responsible for customer retention. You’ll use your natural people skills, active listening, and solution-focused approach to turn challenging situations into positive outcomes.

We’ll train you on the NDIS and our systems—what we really need is someone with proven experience in retention and a passion for helping people.

What you’ll be doing.

Making warm outbound calls to Members considering leaving Leap in!

Understanding the “why” and working collaboratively to find a solution

Using data-driven insights to drive retention campaigns

Keeping accurate records in our CRM and systems

Sharing ideas and feedback to help us improve

Working with teams across the organisation to support our amazing Members

What we’re looking for.

A warm and engaging phone manner

A resilient, solutions-focused approach

Demonstrated experience in a retention-focused role

Excellent verbal and written communication skills

Strong organisational skills and attention to detail

Confidence using systems, including CRMs and Microsoft tools

A genuine desire to support people with disability

Why Leap in!?

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 leap in?

If you’re ready to bring your skills and heart to a role that matters, we’d love to hear from you.

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.