About this role
PART-TIME ROLE. 10am-2pm minimum 3 days per week
Here’s how you will make a difference in this role…
At Plan Partners, we support people with disability to live the life they choose by managing the complexity of the NDIS on their behalf. When things go wrong, or when situations become sensitive or complex, the Escalations and Resolutions team steps in.
We are looking for an Escalations and Resolutions Team Member to join our national team. This is not an entry-level customer service role. It is a problem-solving role for people who can think clearly under pressure, take ownership of difficult cases, and drive outcomes.
You will be responsible for managing complex queries, complaints, and high-risk situations from start to finish. You are the final point of contact when standard processes are no longer enough.
At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:
- You will investigate and resolve escalated cases across phone, email, and live chat.
- You will own complaints end-to-end, including root cause analysis and resolution.
- You will manage sensitive customer situations with professionalism and empathy.
- You will work closely with internal teams to unblock issues and prevent recurrence.
- You will coach frontline staff to lift capability and reduce future escalations.
- You will contribute to improving systems, processes, and service quality.
- This role suits someone who:
- Is calm, structured, and decisive under pressure.
- Is comfortable having difficult conversations and setting boundaries.
- Can balance empathy with accountability.
- Enjoys solving ambiguous problems.
- Can handle volume without sacrificing quality.
Why this role matters:
- Your decisions directly affect real people navigating complex and emotional situations.
- You reduce harm, frustration, and risk for participants and the organisation.
- You shape how service excellence actually operates, not just how it is described.
What you bring:
- Strong written and verbal communication.
- Demonstrated experience handling complaints or escalations.
- High emotional intelligence without becoming emotionally driven.
- Ownership mindset: problems do not get passed on, they get resolved.
- Willingness to deeply learn the NDIS environment and regulatory obligations.
Ready to Make an Impact?
If you are ready to take your customer service career to the next level and want your work to truly matter, we would love to hear from you. Join Plan Partners and help shape a future where people with disability have the freedom to live the lives they choose.
Apply now and turn your passion for people into a career with purpose.
What we can offer you:
Novated leasing benefits and discounts
12 weeks paid parental leave and access to our Parents Portal
Comprehensive learning and development opportunities to support your career growth
Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
Exempt Employee Share Plan
Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.
We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
We embrace hybrid working and welcome conversations about flexibility.
Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.
If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at [email protected]
Other facts
About Plan Partners
At Plan Partners, we are committed to helping our customers bring their NDIS plans to life by offering two services: Plan Management and Support Coordination. Our unique approach to the disability sector makes a real difference in people’s lives every day as we help them navigate the complexities of the system and unlock the potential of their NDIS plans.
Plan Management makes it easier for our customers to manage their NDIS funds by freeing them from the time-consuming daily administration tasks.
Our Support Coordinators work closely with our customers to understand their needs and goals, and then help find and connect them with people who are a good fit for their situation.
We always put our customers first. We are a committed partner, as displayed in our Customer Charter, supporting them at every stage of their NDIS journey.
What you'll do
- You will investigate and resolve escalated cases across phone, email, and live chat, managing sensitive customer situations with professionalism and empathy. Additionally, you will work closely with internal teams to unblock issues and contribute to improving systems and service quality.
Ready to join Plan Partners?
Take the next step in your career journey