Closes: Feb 22, 2026
A new role awaits
Are you looking for a new role where you can make a difference and further develop your customer service skills? Look no further! These roles are an exciting and rewarding opportunity to join our National Contact Centre (NCC), a critical function of the NDIA! We have multiple opportunities to join the NDIA as an APS4 Service Officer within NDIA’s NCC.
The NCC is the primary communication channel for people to contact the NDIS. The NCC responds to telephone, email and webchat enquiries from NDIS participants, prospective participants, providers, organisations and the general public. This role presents a great opportunity to represent the NDIA and work with the community to ensure the successful delivery of the NDIS.
We have multiple APS4 NCC Service Officer positions available in our NCC location of ACT – Deakin, WA - Midland and QLD - Townsville.
The NCC operates between 8am and 8pm Monday to Friday excluding Public Holidays. This role involves a flexible mix of inbound and outbound calls, email processing and Webchat, requiring you to work rotating shift patterns of 7.5 hours per day, Monday to Friday. Shift preferences can be requested and may be granted depending on business needs.
Successful candidates will receive comprehensive training, delivered face to face in the office 9am to 5pm daily for the first four weeks, followed by a highly supported consolidation period of a further 8 weeks working primarily in the office. After this initial period, flexible hybrid work from home arrangements and reduced hours can be considered in line with NDIA’s endeavour to support flexible working arrangements. This is a shift work position, so you must be available to work during the NCC’s operating hours and be available to work as per the work pattern.
Where you can add value
As an APS4 National Contact Centre Service Officer, you will play a vital role in providing exceptional customer service and support to those who contact the NDIS National Contact Centre. Your efforts will contribute to the NDIAs objectives to create a world-class National Disability Insurance Scheme, and you will have the opportunity to positively impact the lives of many individuals and their families.
To be successful in this role we are looking for candidates that can demonstrate:
- Empathy and patience while communicating with callers.
- Previous call centre or complex customer service experience.
- Effective communication skills when under pressure.
- A willingness to put the participants at the heart of everything they do.
While this role is ideally performed from ACT – Deakin, WA
- Midland and QLD
- Townsville, working from our other NCC offices in WA
- Midland, VIC
- Richmond, VIC
- Dandenong and QLD
- Robina may be considered.
The key duties of the position include:
Enough about us, let’s talk about you
The ideal candidate will have a background working within a contact centre or service delivery environment, with the ability to handle sensitive and personal information with utmost integrity. You will be able to work collaboratively within a team and foster a positive work culture and environment.
To join our team, you will have:
- A positive contemporary attitude to people with a disability, whilst promoting inclusion and diversity.
- A willingness to work within a team environment.
- Attention to detail with the ability to learn new processes.
Staff in our NCC engage directly with the Australian public, so it is essential for candidates to possess the ability to interact with members of the community with complex needs that may be disadvantaged. NCC Contact Service Officers will rely on their interpersonal and communication skills to support our participants and achieve positive outcomes. Successful candidates will have the ability to leverage on their personal resilience to work within an environment that may be confronting and challenging at times.
Eligibility
This vacancy is being advertised concurrently under an Affirmative Measure recruitment process.
Affirmative measures are only available to Aboriginal and/or Torres Strait people or people living with a disability, evidence will be requested if your application progresses under an affirmative measures process.
Successful candidates will be required to undergo a pre-employment National Police History check and provide evidence of Australian Citizenship. Failure to do so may jeopardise your offer of employment.
Notes
Dependent on the role the appropriate Working with Children / Working with Vulnerable People check may be required as per State/Territory legislation. In addition to these checks, a Worker Screening Check issued by the relevant State/Territory worker screening unit will also be required for any role for which the normal duties are likely to require more than incidental contact with people with disability.
Remote working arrangements may be negotiated for some roles / candidates.
This position will be offered as ongoing or non-ongoing. If the position is offered as non-ongoing, this will be for a specified term of up to 12 months. Should a non-ongoing position become ongoing, then a merit list established through this selection process may be used to fill the vacancy on an ongoing basis.
Getting to know the National Disability Insurance Agency
The NDIS provides funding to eligible people with disability to gain more time with family and friends, greater independence, access to new skills, jobs, or volunteering in their community, and an improved quality of life. The NDIS also connects anyone with disability to services in their community. This includes connections to doctors, community groups, sporting clubs, support groups, libraries and schools, as well as providing information about what support is provided by each state and territory government.
The NDIS now supports over 500,000 Australians with disability to access the services and supports they need. This includes supporting approximately 80,000 children with developmental delay, ensuring they receive supports early so that they achieve the best outcomes throughout their lives.
