NDIS Customer Services Officer - fixed term, part time role The focus of this role is to provide a high level of customer service and support to NDIS participants and their families. This will be achieved through the effective onboarding of NDIS participants, ensuring all required documentation is current, available and compliant, development of service quotes, actioning services for rostering, ensuring services are delivered and invoiced in accordance with client plans and budgets, assisting in client reviews and maintaining customer related records in the Customer Management System. The NDIS Customer Services Officer will provide support to clients by troubleshooting and resolving day to day issues, participating in client incident investigations and reporting to the NDIS Customer Services Manager. Key Outcomes / Accountabilities Provide professional, timely and effective customer service and support to NDIS participants, carers and families. Ensure the efficient and accurate onboarding of new NDIS clients and services in accordance with client plans, goals, budgets and all regulatory and compliance requirements including Lifebridge policies, procedures and processes. Ensure the timely and effective completion of annual and ad hoc participant reviews, including quoting, preparation of service agreements and updating of all supporting documentation as per statutory requirements for NDIS participation. Coordinate STA activities to ensure successful participation of NDIS customers at the short term accommodation facility in Pottsville. Responsibilities include responding to enquiries, completing quotes, setting up actions for resource allocation, ensuring all customer related documentation is current and available, coordinating any training/briefing of support staff, and ensuring accuracy of reporting and invoicing against plan and budget. Assist in the resolution of day to day internal and external NDIS related enquiries and issues. Collaborate with team members in the identification and development of NDIS related programs and services to meet the needs and goals of clients. Assist in the quality control and preparation of NDIS related invoices and statements. Actively participate in team meetings, training programs and Lifebridge communication and NDIS promotional initiatives as required. Support the NDIS Customer Services Manager and Quality Team in preparation and completion of NDIS related audits. Build effective relationships and liaise with internal and external stakeholders to support the delivery of NDIS services and growth of NDIS participation at Lifebridge. Knowledge / Skills / Competencies Required Minimum Certificate 3 in Community Services, Administration, Business or equivalent. Sound knowledge of the NDIS Quality and Safeguarding Framework and associated funding and pricing requirements. Sound verbal, written communication skills and financial acumen. Sound knowledge and application of the Microsoft 365 suite and customer management systems. Advanced customer service and relationship management skills. Demonstrated time management, organisation, problem solving and conflict resolution skills. NDIS Worker Check. Current driver’s license and roadworthy vehicle.