The Role

The Client Service Officer plays a vital role within our Plan Management team, acting as the first point of contact for participants, their families, and providers. This position requires excellent communication skills, the ability to build strong and lasting relationships, and a proactive approach to supporting business development initiatives.

You will be responsible for answering calls, assisting with enquiries, and ensuring a professional, supportive, and empathetic client experience – while contributing to the ongoing growth of the business.

Key Responsibilities

Client Communication

Answer incoming phone calls and respond to email enquiries promptly.

Provide clear, supportive information about plan management processes.

Resolve queries with empathy, escalating complex matters where required.

Relationship Building

Build and maintain strong relationships with participants, families, support coordinators, and providers.

Act as a trusted point of contact to ensure clients feel supported and valued.

Gather feedback to help improve service delivery and client satisfaction.

Business Development Support

Assist in promoting plan management services to potential participants and referral partners.

Represent the organisation at networking events, community expos, and stakeholder meetings when required.

Support the preparation of marketing materials, proposals, and client onboarding documentation.

Administration & Compliance

Maintain accurate client records in line with NDIS and organisational policies.

Support invoicing, payments, and data entry where required.

Ensure confidentiality, compliance, and adherence to audit requirements.

Skills & Experience

Previous experience in client service, customer support, or administration (NDIS or health/disability sector preferred).

Strong interpersonal and communication skills, with a professional phone manner.

Ability to build and maintain positive relationships with diverse stakeholders.

Problem-solving skills with a proactive, solution-focused mindset.

Confidence using client management systems, Microsoft Office, and CRM software.

Knowledge of the NDIS framework and plan management is desirable but not essential (training provided).

Key Attributes

Empathetic, approachable, and client-focused.

Highly organised with strong attention to detail.

Adaptable and comfortable working in a fast-paced environment.

A collaborative team player with a willingness to learn and grow.

Passionate about making a positive impact in the disability sector.

Benefits

Ongoing training and professional development opportunities.

Supportive, inclusive, and friendly team culture.

Meaningful work that directly supports NDIS participants.

Career growth opportunities in a fast-growing sector.