About the Role

The Client Services Manager will provide leadership and oversight to client service and coordination staff and ensure that all supports are delivered in accordance with individual care plans, service agreements and organisational standards.

The successful applicant will oversee client enquiries, referrals, onboarding, care planning and ongoing service delivery. The role requires a strong background in community, aged care or disability services together with proven experience in operational management, workforce planning and stakeholder engagement.

The position will also work closely with management, support coordinators, healthcare professionals and community stakeholders to ensure services are delivered efficiently, sustainably and in line with all legislative and quality requirements.

Key Responsibilities

• Provide leadership and oversight to Service Coordinators, Care Coordinators and other client service staff.

• Develop, implement and review customer service policies, procedures and service standards to ensure high-quality, person-centred service delivery across all programs.

• Oversee client enquiries, referrals, waitlists, onboarding, assessments, care planning and ongoing service delivery.

• Manage relationships with clients, families, support coordinators, hospitals, healthcare professionals and community organisations.

• Monitor and manage key performance indicators including service hours delivered, client satisfaction, workforce utilisation and package expenditure.

• Analyse customer service data, client feedback and operational trends, and prepare regular management reports to support decision-making and continuous improvement.

• Support sustainable service delivery through effective workforce planning, scheduling and resource allocation.

• Respond to and resolve client concerns, complaints and service issues in a timely and professional manner.

• Build and maintain a capable, engaged and high-performing team through leadership, coaching and performance management.

• Work closely with operations, quality, rostering and administration teams to ensure coordinated service delivery and positive client outcomes.

• Strengthen referral pathways and contribute to business growth through active stakeholder engagement and community networking.

• Prepare reports, maintain accurate client records and identify opportunities to improve service delivery, workforce utilisation and operational efficiency.

• Ensure compliance with NDIS Practice Standards, aged care legislation, privacy requirements and internal policies.

• Establish, administer and continuously improve customer service systems and procedures to support service quality, client retention and organisational growth.

Essential Requirements

• Diploma or Bachelor’s degree or at least five years of relevant work experience in client services, community services, aged care, disability support or a related field.

• Minimum of three years’ experience in a client services, customer relations, service coordination or operational management role.

• Demonstrated experience leading and managing teams, with the ability to set clear expectations, support performance and achieve agreed service outcomes.

• Strong operational management experience within the community, aged care or disability support sector.

• Proven ability to manage budgets, monitor service performance, maximise client package utilisation and deliver services within agreed financial targets.

• Experience planning and managing workforce capacity, including rostering, scheduling and staff utilisation.

• Demonstrated ability to support service growth through management of enquiries, referrals and stakeholder relationships.

• Sound understanding of NDIS Practice Standards, aged care legislation, funding models and quality standards.

• Strong problem-solving, communication and stakeholder management skills.

• Current National Police Clearance.

• Current Working with Children Check and NDIS Worker Screening Check.

• Current Australian driver’s licence.

Employment Conditions

• Full-time position based in Kargoorlie, Western Australia.

• Salary range between AUD 75,000 and AUD 90,000 plus superannuation, depending on qualifications and experience.

• Standard working hours of 38 hours per week.

• Some travel may be required to visit clients and service locations across Western Australia.

• Applicants should submit a resume and cover letter outlining their suitability for the role.