Secondment: Customer Service - Local Area Coordinator until 31/12/2026 with possibility of extension

In this position, the person will provide high-quality practice support to the Customer Service Team and Team Leaders - ensuring consistency, accuracy, and confidence in delivering services to participants and callers.

The role will support improvements in frontline practice, enhance service quality, and contribute to an improved customer experience across the region. This includes offering real-time coaching, reinforcing best practice, and maintaining up-to-date knowledge of operational requirements.

Given current operational needs, the breakdown for the role will be focused on practical skills development, real-time support, and collaboration with Team Leaders and Practice Leads.

Key Tasks: 

Provide ongoing practice support to the team and TLs as required, assisting with on-the-spot questions to ensure calls are resolved at the first point of contact and reducing the need for callbacks or site transfers (including ability to be on-site at both EMP and Logan). 

Work collaboratively with the Practice Leads to address key areas for practice improvement, shaping targeted development focuses for teams and TLs—this may include 1:1 coaching with CSOs or group sessions on PACE and what best practice looks like.  Provide practice support to all team members, including new staff during onboarding/recruitment. 

Maintain a small group of My NDIS Contacts to support real-time shadowing opportunities for CSOs and ensure ongoing currency of own knowledge and skills. 

Attend regular staff meetings and toolbox sessions where appropriate to support consistent messaging and practice alignment.

Development opportunity for an LAC seeking to grow their coaching and mentoring capability, supporting potential future progression towards a Senior LAC role

 

Opportunity to work across locations – EMP, Logan and WFH hybrid.

Possibility of extension!!!!

Applications close 07th September 2026!!!