Nib Thrive Job Description
nib's vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion.
Job Title: Complaints Consultant
The Complaints Consultant is the escalation point for participant complaints, responsible for investigating and coordinating the resolution of escalated external complaints, investigations and incidents.
Armed with in-depth NDIS knowledge, the complaints consultant tackles complex situations with composure and empathy. Navigating heated moments with calm assurance, they build trust and encourage collaboration through clear, informative, and reassuring communication.
Key Responsibilities:
* Act as a bridge, translating complaints and incidents into actionable solutions
* By applying your NDIS expertise, analyse findings with fairness and transparency, ensuring participants understand the decision and potential next steps
* Transform complaints into opportunities to improve the NDIS experience for all
Requirements:
* Strong verbal and written communication skills
* Demonstrated ability to develop, build and maintain strong relationships with various stakeholders
* Strong risk identification and escalation experience
* Extensive experience in handling escalated situations and resolving complex problems efficiently
* Ability to maintain privacy and confidentiality
* Proficiency in utilising a range of communication tools, including phone, email, and video calls, to build strong relationships and achieve desired outcomes
* Genuine empathy and desire to achieve positive outcomes for NDIS participants and their key stakeholders
About nib
At nib, we embrace a flexible working environment and welcome candidates that reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ as well as culturally diverse community members to apply for open roles.
We provide a hybrid working model, generous discounts on health and travel insurance products, and a range of benefits to support our diverse workforce, including 18 weeks paid parental leave and 4 weeks paid gender affirmation leave.