Description:
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 EL1 Assistant Director National Contact Centre Operations role is part of the NCC Operations team and plays a key role in providing best practice service delivery to NDIS participants and anyone contacting the NDIA.
The National Contact Centre (NCC) handles all inbound calls and webchats, conducts outbound call campaigns and completes a range of processing workloads including emails and other service provision functions and projects.
Where you can add value
Not every day will be the same and being adaptable is the key to success within this role.Responsibilities may include, but are not limited to:
- Providing operational support for the branch, identifying improvement opportunities and driving service delivery efficiency across the NCC Contact Centre Service Teams.
- Leading a team of up to 9 APS6 NCC Team Leaders delivering Contact Centre service and interactions.
- Managing the performance, adherence, quality and wellbeing of team leaders and Service officers
- Coaching team leaders, setting performance expectations and coaching for improvement and capability uplift.
- Overseeing the management and resolution of NCC officer escalated queries, complaints and interactions utilizing current reference materials and resources.
- Co-ordinating and distributing communications, monitoring enquiries, identifying trends, managing feedback and reporting to stakeholders.
- Coordinating and drafting correspondence and reports.
Enough about us, let’s talk about you
The ideal candidate should have experience in a large or government Contact Centre and/or a background in complex customer service roles, service delivery or the disability Sector and have previous experience in leading teams. You will thrive and contribute in a team environment and be a positive influence on your team and your work environment.
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 QLD - Townsville, 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 Sunday 13 April 2025 at 11.30pm AEST
If you have any questions, please contact Cameron Walker on 0436 809 002 or email NCC.Recruiting@ndis.gov.au
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 DFP Recruitment on 1300 138 337 ndia@dfp.com.au.
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.