Senior Contact Officer

About the role

The Senior Contact Officer joins the Participant and Provider Contact team within the NDIS Commission. The role provides accessible, first‑point‑of‑contact support for NDIS participants, families, service providers and other stakeholders, ensuring enquiries and complaints are handled promptly and professionally.

Key responsibilities

• Receive and manage enquiries and complaints from participants, families, carers, service providers and the public.
• Provide clear, accurate information about NDIS processes, rights and responsibilities.
• Escalate complex or high‑risk issues to appropriate specialist teams.
• Maintain accurate records of interactions and outcomes in line with Commission standards.
• Contribute to continuous improvement of contact processes and stakeholder communication.

Required profile

• Demonstrated experience in customer service or stakeholder liaison roles.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a multidisciplinary team.
• Understanding of disability services and the NDIS framework is desirable.
• Flexibility to work across multiple Australian locations.

Required skills

What we offer

• APS4 salary range of $82,999 – $89,213 per year (AUD).
• Opportunity to contribute to national quality and safety outcomes for people with disability.
• Flexible work locations across Penrith, Brisbane, Darwin, Hobart and Perth.