Escalations And Resolutions Specialist

Escalations and Resolutions Specialist (REMOTE) Do you thrive on solving problems, turning challenges into wins, and delivering outstanding customer experiences? Are you passionate about making a meaningful difference in the lives of people living with disability? If so, this is the opportunity for you. At Plan Partners , we are on a mission to empower people with disability to live the life they choose. As part of the leading provider of NDIS plan management and support services in Australia, we take care of the details so our participants can focus on what truly matters: achieving their goals and living their best lives. Escalations and Resolutions Team Member We are now seeking an Escalations and Resolutions Team Member to join our dynamic national team and play a pivotal role in delivering exceptional service and support. Responsibilities Resolve complex customer queries and deliver expert advice across phone, email, and live chat channels. Investigate and resolve complaints from start to finish, preventing issues from escalating further. Build and strengthen relationships with participants, support coordinators, service providers, and internal teams. Coach and support colleagues to enhance team capability and overall service quality. Contribute to continuous improvement initiatives and help shape processes that deliver better outcomes for customers. Why Join Plan Partners Purpose and impact: Your work directly improves the lives of people living with disability. Growth and development: We invest in your learning through coaching, training, and clear career pathways. Supportive culture: Work alongside a collaborative team that values diversity, inclusion, and innovation. Variety and challenge: No two days are the same, and your input will help shape how we deliver service excellence nationwide. What You Will Bring A genuine passion for delivering exceptional customer service and creating positive outcomes. Strong problem‑solving skills and clear communication, with the ability to remain calm and empathetic under pressure. Confidence in owning complaints from start to resolution and turning challenges into solutions. A collaborative mindset and willingness to support and coach others within the team. An eagerness to learn about the NDIS and disability services sector if not already familiar. Benefits 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 Equal Employment Opportunity We embrace our value of Everyone Matters and hold a collective commitment to foster 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. #J-18808-Ljbffr