About Us

First2Care is an industry-leading provider of independent plan management services, exclusively tailored for participants in the National Disability Insurance Scheme (NDIS). As a registered NDIS service provider with more than 40 years of proficiency in financial management, we exemplify our dedication to genuine care through an unwavering commitment to delivering optimal plan management solutions.

We pride ourselves on enabling and supporting our plan-managed clients to dream up their best life, plan to achieve their goals, and live the life they want to live.

Operating across Australia, we value our staff and are committed to nurturing a culture of belonging, flexibility, and continuous development.

We recognise the value of a diverse workforce and strongly encourage applications from people with disability, people of all ages, First Nations peoples, LGBTIQA+ communities and diverse cultural backgrounds. If you require any adjustments to the recruitment process, please let us know so we can support you to present your best self.

ABOUT THE ROLE

Our Client Services Officers harness their strong telecommunication and administrative skills to provide first-contact services relating to all aspects of a NDIS participant’s managed plan.

Leveraging the First2Care dedicated customer service phone line and our general support and enquiries email platform, you will act as the primary point of contact for our existing and prospective clients, their providers, and stakeholders. Your role is to manage both customer and team relationships effectively, respond to enquiries and complaints promptly, and build long-term, trust-based relationships with NDIS Participants, Nominees, and providers who reach out to First2Care.

Key Responsibilities

· Managing incoming and outbound enquiries through our phone lines, providing exceptional customer service.

· Responding promptly to email enquiries accurately, utilising internal platforms, resources and templates.

· Accurately entering and reviewing data and information related to participant NDIS plans.

· Provide guidance on resource allocation and effective use of NDIS funding to support capacity building.

· Ensure all client services and communications comply with NDIS legislation, Practice Standards, and First2Care’s policies.

· Maintain accurate, comprehensive, and audit-ready records in line with organisational and regulatory standards.

· Uphold privacy, dignity, and safeguarding in every interaction, in accordance with privacy laws and the NDIS Code of Conduct.

· Participate in professional development, training, and team meetings to stay current with NDIS updates and sector trends.

· Contribute to a positive team culture that values collaboration, accountability, inclusion and client-centred service.

Required Skills and Experience

· Strong interpersonal and communication skills, including complex or sensitive conversations

· High attention to detail and excellent time management

· Problem-solving capabilities and a solutions-focused approach

· Ability to work both independently and collaboratively

· Strong digital literacy: proficient in Microsoft 365, CRM platforms, cloud-based tools, time recording, and soft phone systems

· Knowledge of the NDIS and plan management

· is highly desirable but not essential

Pre-employment Requirements

· Current or eligibility to obtain NDIS Worker Screening Check (Yellow Card)

· National Police Check

· Verification of Australian working rights

· Two referees, including one from a recent employer/supervisor

Working Conditions & Tools

You’ll be equipped with secure access to our digital systems, including our plan management platform, communications tools, and cloud-based systems. All employees receive comprehensive training and support to thrive in a dynamic working environment.

Our modern, accessible office is conveniently located in Spring Hill and has public transport options nearby.

Access to our Employee Assistance Program (EAP) and a supportive team environment.

We value our staff and provide professional development and career growth opportunities for all staff.

If you would like to discuss adjustments to the recruitment process or have questions about the role please contact [email protected]

Client Services Officers are engaged under the Clerks Private Sector Award 2020, this advertised role is for Level 1 through to 3, with applicant remuneration assessed on experience, demonstratable skill sets, and background. Click Here: http://awardviewer.fwo.gov.au/award/show/MA000002

Suitable applicants may be invited for interviews at any time during the advertising period, and we welcome applications inside 14 days from first advertised.

To apply, please submit a cover letter and your resume via the Seek link.