Client Services Manager

Job Summary:

Put your passion for customer care to work as a Client Services Manager in our disability support organisation. In this role, you’ll ensure that individuals and families receiving our services have a positive, seamless experience. You will supervise client-facing teams (such as support coordinators or service coordinators), address client feedback, and implement improvements to enhance satisfaction. Your focus will be on upholding service excellence, resolving issues, and fostering trusting relationships with clients and stakeholders. If you excel in communication, have a solid understanding of the disability sector, and thrive on making a difference in people’s lives, this leadership role could be your ideal career move in Australia’s NDIS space.

Responsibilities:

• Oversee client services operations, ensuring that all client inquiries, concerns, and service requests are handled promptly and effectively.
• Supervise and support staff who coordinate and deliver services, promoting high standards of customer service and empathy.
• Monitor client satisfaction through surveys, feedback sessions, and direct communication, and develop action plans to address areas for improvement.
• Serve as a key liaison between clients and the organisation, communicating updates, managing expectations, and advocating for client needs internally.
• Collaborate with other managers to align service delivery with company policies and NDIS quality standards, and contribute to strategic initiatives to enhance client experience.

Skills and Qualifications:

• Experience in a client services or customer experience role, ideally within the healthcare, disability, or community services sector.
• Strong leadership and team management skills, with the ability to inspire a client-focused culture.
• Excellent communication and conflict resolution abilities, maintaining professionalism and compassion in challenging situations.
• Knowledge of NDIS services and the needs of people with disabilities and their families.
• Relevant qualifications in Business, Social Work, or Community Services are advantageous. Must have up-to-date police/NDIS clearances and strong references for customer service excellence.