Contact Officer

Working as a Contact Officer you will be on the phone and responding to emails and web-forms in a fast-paced contact centre environment advising and assisting the Australian public every day. You will be helping a diverse range of external stakeholders, including NDIS participants, service providers, workers, and the broader community, understand the role and function of the NDIS Commission. What is most important to succeed in this role is a desire to help people, good communication skills and willingness to learn.

Through our comprehensive training and coaching program, you will gain skills in researching and interpreting legislation and be able to advance your communications skills. This will enable you to progress your career, not only within the Contact Centre as a Coach or Team Leader, but across the NDIS Commission. For example, past Agents have become Complaint Officers, Registration Officers, or joined the Data teams.

You can expect to work in a supportive work environment where we value diversity and provide an inclusive workplace culture.

Duties may include, but are not limited to, the following:

• Interacting with customers and providing high-quality customer service via phone, email or web-form.
• Identifying customer needs and tailoring advice to each customer.
• Analysing and interpreting complex information under the National Disability Insurance Scheme Act 2013.
• Confidently guiding customers through difficult situations, including referring to relevant online resources.
• Identifying appropriate pathways for customers requiring additional assistance in resolving complaints.

The occupant of the position: 

Has a positive and contemporary attitude to people with disability.

Demonstrated ability to learn, understand and interpret the NDIS Commissions role, the different functions within the NDIS Commission and how these relate to a specific work area. 

Strong communication skills to translate complex information into simple terms and articulate to customers in a confident manner. 

This role involves engagement with matters that may be sensitive or distressing at times. Employees are supported through training, supervision, and access to wellbeing resources, including employee assistance programs. 

Lived experience of disability or demonstrated understanding and experience of disability 

services in a State or Territory Government context or the NDIS would also be an advantage. 

This role is open in the following locations

1. Brisbane
2. Darwin 
3. Hobart 
4. Penrith 
5. Perth 

The NDIS Quality and Safeguards Commission (NDIS Commission) offers roles that make a real difference in the community. As the dedicated national regulator of NDIS service providers and workers in Australia, the NDIS Commission upholds the rights of NDIS participants to quality and safe supports or services, including those received under the National Disability Insurance Scheme (NDIS). The NDIS Commission encourage applications from people with disabilities, LGBTQIA+ people, women and people with diverse linguistic and cultural backgrounds. The organisation recognises the richness of Aboriginal and Torres Strait Islander culture, and the unique knowledge Aboriginal and Torres Strait Islander employees bring to the workplace, policy development and service delivery. The NDIS Commission participates in the Australian Public Service RecruitAbility Scheme which provides equitable adjustments for applicants with disability A full definition of disability is included on this website Definition of Disability.