Job Title

Welcome to My Plan Support We''re a team of passionate individuals dedicated to providing exceptional service while making a difference in the lives of others.We are seeking an experienced Team Leader to oversee a team responsible for managing the financial aspects of our clients'' National Disability Insurance Scheme (NDIS) plans. This role plays a critical part in supporting participants to understand their funding and budgets, ensuring invoices and payments are processed accurately, and monitoring plan expenditure to keep it on track.As Team Leader, you will provide day-to-day leadership, support your team in stakeholder engagement, and take ownership of escalations, complaints, and service delivery outcomes. You will build and maintain strong relationships with internal and external stakeholders while ensuring a high standard of customer service and operational excellence.Key ResponsibilitiesLead, coach, and support a team managing the financial administration of NDIS plansOversee invoice processing, payments, and budget monitoring to ensure compliance and accuracyManage stakeholder relationships and act as an escalation point for complex enquiries and complaintsSupport participants by resolving complex issues and delivering a positive customer experienceContribute to the development and continuous improvement of tools, resources, and operational processesAct as a liaison between frontline operations and other departments to drive service improvementsEnsure team performance aligns with organisational goals, regulatory requirements, and service standardsAbout YouProven experience in team leadership within a customer-focused or financial administration environmentStrong understanding of the NDIS funding framework and associated legislation (or the ability to quickly develop this knowledge)Excellent communication, organisational, and problem-solving skillsDemonstrated ability to manage escalations, complaints, and stakeholder relationshipsA continuous improvement mindset with the ability to identify and implement operational efficienciesWhat we can offer you:Novated leasing benefits and discounts12 weeks paid parental leave and access to our Parents PortalComprehensive learning and development opportunities to support your career growthSonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinationsDefault Income Protection Insurance reimbursed for members of the MMS Default Super FundExempt Employee Share PlanEmbracing 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