Customer Connections Officer

Welcome to My Plan Support We’re a team of passionate individuals dedicated to providing exceptional service while making a difference in the lives of others. Working as a Customer Connections Officer (Reception & Intake Officer), you will receive ongoing professional development and play a crucial role in managing funding for participants under the National Disability Insurance Scheme (NDIS). As a Customer Connections Officer, you will be responsible for providing exceptional customer service to clients, their families, and other stakeholders over the phone and via email. Initial 12‑month contract with potential for ongoing employment at the end of the contract . Key Responsibilities Answer customer enquiries and address concerns via phone and emails as the first point of contact for clients and their families. Process new and existing clients’ enquiries and telephone registrations by establishing a good rapport with clients, understanding their needs and providing the right support. Assist providers with their enquiries, managing multiple tasks at once, including scheduling appointments, managing records, and processing applications. Set up new clients on the NDIS Provider Portal and the MPS database – a basic understanding of NDIS processes, including the eligibility criteria and the application process, is highly regarded. Renew expiring registrations and monitor incoming invoices that could not be automatically routed by the system. Maintain accurate records of customer interactions and follow up on enquiries, as well as other administrative tasks, while maintaining confidentiality of sensitive information. Manage access to customer files – check access authorisation for parents, nominees, support coordinators and third‑party contacts. To be successful in this position you will have: Excellent communication skills : clear and articulate phone manner and excellent written communication essential for this role. Strong organisational skills : manage multiple tasks at once, including handling incoming calls, managing records, and processing applications. Attention to detail : high attention to detail required to ensure information is accurate and up to date. Customer service skills : friendly, empathetic and patient with clients, their families and other stakeholders. Computer skills : strong computer skills are critical for efficiency and productivity while working with various software applications. Ability to work in a team : collaborate and support others effectively. Understanding of NDIS processes : a basic understanding of NDIS processes, eligibility criteria and application process is highly regarded. Ability to handle confidential information : handle sensitive information with discretion and confidentiality. What we can offer you: Novated leasing benefits and discounts 12 weeks paid parental leave and access to our Parents Portal Comprehensive learning and development opportunities to support your career growth Sonder digital wellbeing platform , providing personalised support 24/7, plus annual flu vaccinations Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund Exempt Employee Share Plan Embracing our value of Everyone Matters we hold a collective commitment to fostering an environment where all differences are valued and respected. We encourage individuals from all backgrounds—including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants—to apply. We embrace hybrid working and welcome conversations about flexibility. Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially. We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work. If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at ***************@mmsg.com.au Be careful – don’t provide your bank or credit card details when applying for jobs. Don’t transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr