Service Delivery Team Leader –

Service Delivery Team Leader – (Community Services) Accent Home Care is a division of Tabulam and Templer Homes for the Aged (TTHA) who have been supporting older people for over 50 years. Accent Home Care has a range of services that extend to Support at Home, Commonwealth Home Support Programme (CHSP) and private services. TTHA is a Culturally and Linguistically Diverse (CALD) provider with its origins in the Melbourne German Community located in Bayswater. We are a not-for-profit home care provider committed to delivering high-quality, person-centred care to older people living at home. We value compassion, respect, cultural diversity and a commitment to dignity and choice. The Role We are seeking a dedicated and experienced Team Leader to oversee our busy contact centre and lead a team of service coordinators and field staff. As Team Leader, you will play a pivotal role in ensuring safe, consistent, high-quality home-care services that meet the individual needs of our clients. You will be responsible for: Ensuring calls and communication through our contact centre are responded in the required timeframe to guarantee client satisfaction. Leading, supervising and supporting a team of Service Coordinators — including mentoring, ensuring full rostering of field staff, shift allocation, and day-to-day guidance. Coordinating service delivery: matching field staff to clients, scheduling shifts, ensuring appropriate staff-client assignments, and covering for unplanned leave or roster changes. Ensuring that services are delivered respectfully, safely, and in accordance with client preferences. Handling feedback or complaints; liaising with external stakeholders when needed. Supporting administration and documentation: shift notes, reporting, compliance with relevant policies and funding agreements. Providing or organising training, mentoring and ongoing development for team members to ensure continuous improvement in service delivery. This role is ideal for someone who is organised, communicative, calm under pressure, and passionate about delivering quality home care and supporting a small team. About You To excel in this role, you should have: Experience in leading a busy contact centre and ensuring KPIs are met. Previous experience in home care, community care, or aged care services — ideally with some supervisory or coordination experience. Strong interpersonal and leadership skills — capable of mentoring and supporting staff and fostering a positive team culture. Excellent organisational, time-management and problem-solving skills — able to manage rostering, shift changes, workload balancing, and respond to unexpected situations. Good documentation and communication (verbal and written) skills — to maintain accurate records. A caring, client-centred approach, with respect for dignity, privacy, cultural background, and individual client preferences. Flexibility and reliability — willing to step in when required, manage changes, and respond to feedback and issues professionally. Appropriate qualifications (as required by your service) and any mandatory checks/certificates (e.g., Police Check, Working with Vulnerable People check, driver’s licence if travel is needed). Why Work With Us Be part of a collaborative and supportive team in an inclusive work environment. Opportunities for professional development and ongoing training. Free onsite parking. Job security and work/life balance. Employment between Monday to Friday. Opportunities to develop and advance your career. The ability to have lunch at the ‘Changing Seasons Café’ (staff discount). $15,900 salary packaging per FBT year to significantly reduce your taxable income. The position is full time Monday to Friday 9.00am to 5.06pm. To ensure legal compliance; Candidates will have a current National Police Certificate, and evidence of the right to work in Australia. No sponsorships available. Please direct enquiries to Manthan Acharea Service Delivery Manager on ***. #J-18808-Ljbffr