Plan Group is a rapidly-growing industry leader who is passionate about building confidence to choose, self-direct and thrive in life – for both our valued NDIS customers, their service providers and our growing team. Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives. Plan and Support Services (PSS) owns the brands Plan Partners, Plan Tracker and My Plan Support. Together, these brands support people living with disability by managing and administering NDIS plans, providing guidance, resolving issues, and helping participants, providers and support coordinators navigate a complex system with confidence and care. Our teams work nationally to deliver consistent, high-quality service across multiple channels, while continuously improving how we support our customers and stakeholders. Here’s how you will make a difference in this role… As a Accounts Team Member , you will play a key role in resolving escalated and complex queries and complaints across multiple platforms. You will provide expert-level advice and resolution support, using your operational knowledge and customer service expertise to investigate issues thoroughly, resolve problems efficiently, and strengthen relationships with NDIS participants, providers and internal stakeholders. You will also contribute to service improvements by identifying process, system and performance issues and supporting continuous improvement initiatives. At PSS, clear expectations help our people Be the Difference . Your key responsibilities in this role will include: Resolving escalated and complex invoices, enquiries and complaints accurately and efficiently, while preventing further escalation where possible Investigating participant invoices and NDIS plans to inform sound decision-making and ensure compliance with policies and legislation Managing your own caseload while maintaining high standards of customer service, record-keeping and data accuracy Supporting frontline customer teams through case referrals, email and phone support Collaborating with internal stakeholders to identify, recommend and implement service and process improvements Maintaining strong knowledge of internal procedures, NDIA processes, regulatory requirements and privacy obligations Participating in cross-skilling, testing, team meetings and other activities to support operational needs during periods of increased demand To be considered for this role you will possess the following: Demonstrated commitment to high-quality customer service, with the ability to resolve complex or sensitive issues Strong problem-solving, analytical and decision-making skills Excellent written and verbal communication skills across phone, email and administrative channels Proven time management and organisational skills in a fast-paced, high-volume environment Ability to work collaboratively within a team and build effective relationships with internal stakeholders Strong attention to detail, accurate data entry skills and sound judgement Resilience, adaptability and a willingness to own customer complaints from receipt through to resolution Ability to work respectfully with people from diverse backgrounds, including people living with disability 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 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. If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at mmsgrouprecruitment@mmsg.com.au
