Service Manager

Momentum Collective is a values-led, not-for-profit organisation making a difference across mental health, disability, housing, homelessness, domestic violence, aged care and community services. With over 40 years of impact, we’re proud of our work—and the people who make it possible. We are seeking a dedicated Service Manager for our Supported Independent site in Tweed. This position is crucial for overseeing the delivery of exceptional service to our clients, ensuring that their needs are met and exceeded. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and a collaborative approach to problem‑solving. You will be responsible for developing strategies to enhance service delivery, managing service teams, and maintaining relationships with key stakeholders. Key Responsibilities Team Management: Lead and mentor a team of customer service representatives to ensure top‑tier service delivery. Customer Engagement: Address customer inquiries, issues, and complaints, ensuring timely resolutions to enhance customer satisfaction. Performance Monitoring: Track and analyze service performance metrics to identify areas for improvement and ensure compliance with service level agreements (SLAs). Training and Development: Implement training programs to enhance staff capabilities and knowledge in customer service best practices. Process Improvement: Identify opportunities to streamline processes and improve service efficiency while maintaining quality standards. Stakeholder Collaboration: Work closely with cross‑functional teams to ensure seamless service delivery and alignment with company objectives. Reporting: Prepare and present regular reports on service metrics, team performance, and customer feedback to management. Budget Management: Assist in budget planning and resource allocation to optimize service operations. Skills Strong leadership and team management abilities. Excellent verbal and written communication skills. Customer-focused with a proactive problem‑solving approach. Ability to analyze data and derive actionable insights. Proficient in customer service software and tools. Strong interpersonal skills to build and maintain customer relationships. Strong organisational skills and attention to detail. Ability to work collaboratively in a fast‑paced environment. Qualifications Qualification in Individual Support or other related field at Cert IV minimum and/or Qualification in Leadership / Management or significant experience in a similar role. NDIS Worker Screening Clearance Satisfactory Criminal Record Check Experience leading a team and the ability to work independently. Demonstrated substantial experience in leading a programme or service within a Community or Mental Health Service Experience of working within marginalised communities with complex mental health, trauma, crisis and physical needs WHAT WE CAN OFFER In-house training and career development to support your future goals Our Employee Assistance Program includes free counselling, well‑being coaching, nutrition coaching and financial coaching Access to Fitness Passport Membership giving you and your family unparalleled access to 845+ gyms & pools Our BRAVO rewards and recognition program celebrates your contribution Salary packaging options to increase take home pay and access to discounts and rewards To Apply Please click the “Apply” button to upload your resume and cover letter. For Enquiries: please contact Maree on *** Suitable applicants will be contacted immediately for interview. We acknowledge the traditional custodians of the land on which we live and work and pay our respects to their elders past and present. #J-18808-Ljbffr