Be part of a health tech company positively impacting the disability sector.
T-shirt Ventures (we go by T-shirt) is a house of brands for products and services that give people with disability the tools and opportunities to live the life they want.
Our cornerstone brand, Provider Choice, provides personal, innovative NDIS plan management that empowers people to be in control of their NDIS budgets.
Together, we’re creating new ways for people to make the NDIS work for them and setting a new standard for supporting people with disability.
Passionate about delivering exceptional customer service and making a real difference every day? This could be the role you’ve been looking for!
As an Onboarding Coach, you’ll be at the heart of ensuring a smooth, welcoming experience, guiding our new participants through their first steps with Provider Choice in their corner as they navigate the NDIS.
We’re a passionate and close-knit team spread across Australia, dedicated to making a real impact for our participants. If you light up when helping others, excel at managing multiple tasks, and enjoy speaking with customers and working in a collaborative environment, this could be the perfect role for you. While we’re always here to support each other, you’ll also need to own your processes and make confident decisions along the way.
The Role
As the Onboarding Coach, you’ll be the first point of contact for new participants and their support networks. Your role is to guide them through the onboarding journey, ensuring they feel confident and supported as they navigate the complexities of the NDIS. From the initial sign-up to plan management, you’ll provide expert guidance, educate participants, and deliver a smooth onboarding experience that sets them up for success.
Your role will include:
- Owning the onboarding journey: Be the friendly face and trusted guide for new participants, from contract sign-up to system integration. You’ll partner closely with the Community Engagement team to make sure each participant feels understood and supported.
- Collaborating for success: Work hand-in-hand with the Plan Management team to ensure seamless handovers, delivering a great customer experience every step of the way.
- Nurturing relationships: Foster strong connections with NDIS Support Coordinators, driving customer retention and satisfaction through ongoing engagement and care.
- Being the NDIS expert: Provide participants with the knowledge they need about the NDIS, empowering them to take control of their plans and make the most of their funding.
- Creating a personalised journey: Profile each customer to ensure their unique needs are met, setting them up for long-term success with Provider Choice.
- Managing multiple journeys: Oversee and keep multiple onboarding journeys on track, ensuring that each participant’s experience progresses smoothly through various stages, no matter where they are in the process.
- Supporting evolving processes: Continuously contribute to refining the onboarding process, helping design and implement service strategies, tools, and tech to improve the experience for all.
About You
We’re looking for someone who:
- Communicates with clarity and empathy, able to break down complex NDIS processes in a way that’s easy to understand.
- Has NDIS experience and knowledge—this is essential to ensure you can confidently guide participants through their onboarding journey.
- Thrives in and enjoys a phone-based role, where you’ll be engaging with participants, support coordinators, and other stakeholders daily.
- Has exceptional time management skills and can juggle multiple onboarding journeys without missing a beat.
- Pays great attention to detail, ensuring every step of the process is accurate and seamless.
- Works well in a collaborative, team-first environment, always willing to lend a hand and support others.
- Loves a fast-paced, ever-changing environment, where no two days are the same.
- Enjoys creative problem-solving and thinking on your feet, especially when faced with the complexities of the NDIS.
- Brings a ‘Big Heart’, patience, and resilience to help participants and their support networks through every stage of the onboarding process.
Our Values
Why join us?
Our mission is big and meaningful. It’s about using smarts and hearts to transform the lives of some of the most vulnerable Australians.
You’ll be joining an amazing values and purpose-driven team who are highly engaged and love what they do. We're a certified Great Place to Work in 2022 2023!
The NDIS is growing exponentially! The NDIS is a world-leading scheme where annually $40 billion of core government funding is invested to empower people with disability to achieve their goals. Currently, the NDIS supports 500,000 Australians and is expected to grow to up to 1 million participants living with disability.
And that doesn’t even measure the impact that we’re having. We've helped over 15,000+ families navigate the NDIS and in some cases, it’s life-changing.
Balanced and inclusive team
At T-shirt, we're from all over the world, women make up more than 60% of our workforce and 70% of our wider leadership team. We see the diversity in our backgrounds, identities, and beliefs as our greatest asset. We're looking for values-aligned people with passion, grit, and integrity.
We consider a diverse range of experience and skill sets for our roles and you're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns.
More about T-shirt
In our world, everyone has the right to dream, hope, and live the life they want. Learn more about our story and we're excited to meet you!
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