Closes: Feb 22, 2026
- National Contact Centre (NCC)
- Locations: ACT - Deakin, QLD - Townsville & WA - Midland
- $76,737 - $85,174 (plus 15.4% superannuation)
Our participants, Our people, Our purpose
Currently, there are around 5.5 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 717,000 participants with a significant and permanent disability, and the families and carers of those living with disability.
For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.
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.
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.
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.
Your NDIA Experience
We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while we're based far and wide across the country, we make sure nobody feels they are out on their own.
- You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.
- Access to higher superannuation and above market leave entitlements.
- Competitive remuneration and working conditions that support a positive work life balance.
- Access to ongoing professional development and learning.
While this role is ideally performed from ACT – Deakin, WA
- Midland and QLD
- Townsville, working from our other NCC offices in VIC
- Richmond, VIC
- Dandenong and QLD
- Robina may be considered.
We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years may be offered.
Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.
Applications for this role close Sunday 08 February 2026 at 11.30pm AEST
If you have any questions, please contact Nicole Moore on 07 5501 6*** or email ***************@ndis.gov.au
With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.
NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. If you require an adjustment to be made during the recruitment process (including alternate formats of the application form) or have an enquiry about the support provided, please contact DFP Recruitment on 1300 138 337 ****@dfp.com.au.
RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.
There are certain roles within the National Disability Insurance Agency that may require mandatory vaccination, subject to government order or directive. Evidence may be required prior to commencement.
APS4 NCC Service Officer Candidate Pack - PDF Opens in new window
APS4 NCC Service Officer Candidate Pack - Word Opens in new window
