Service Coordination Team Leader

About HomeMade HomeMade is an approved aged care provider dedicated to improving customers’ lives by empowering older people to self‑manage their care with the help of our clinical and customer support teams. Our transformative technology platform allows thousands of people to retain choice and control by creating unique support plans that meet their specific needs and optimise funding. About The Role As a Team Leader, Service Coordinator at HomeMade, you will be at the heart of our customer experience, supporting and guiding the Service Coordinator team to deliver exceptional, high‑quality service every day. You will act as the first point of escalation, providing hands‑on guidance, real‑time coaching, and support on complex coordination cases to help your team thrive and grow. Key Responsibilities Team Support Act as the first point of escalation for Service Coordinators, supporting the resolution of complex customer or partner issues. Provide day‑to‑day coaching and guidance to build confidence, capability, and consistency. Share knowledge and insights to ensure best practice in service coordination and customer engagement. Support the Service Coordinator Manager with resource allocation and workflow planning to meet customer needs. Contribute to team performance monitoring, identifying trends, service challenges, and training opportunities. Customer Service Coordination Manage a team of service coordinators, supporting both new and existing staff with planning, coordinating, and adjusting services in line with assessed needs, support plans, and budgets. Partner with coordinators to educate and guide their clients on funding, budget management, and contributions. Onboard and support service coordinators in using the HomeMade Customer Portal and partner platforms. Build strong relationships with service provider partners to ensure smooth onboarding and service delivery for customers. Provide proactive and responsive support to coordinators through phone, email, and virtual meetings. Quality & Compliance Ensure escalations and service coordination activities are managed in line with the Aged Care Act, Aged Care Quality Standards, and HomeMade policies. Assist with call monitoring, trend analysis, and feedback to improve quality and customer outcomes. Identify and elevate risks or issues impacting service delivery to the Service Coordinator Manager. Support continuous improvement initiatives and contribute to reviewing and refining processes. Collaboration & Continuous Improvement Work in partnership with the wider HomeMade teams (Support Partner, Customer Support, Clinical, Quality, and Service Providers) to deliver an integrated customer experience. Contribute ideas and feedback to improve workflows, customer experience, and team efficiency. Participate in workshops, team meetings, and quality improvement activities. Skills, Knowledge, And Experience Demonstrated experience in a team lead or mentoring role within service coordination, ideally in aged care, healthcare, or a related sector. Strong interpersonal and communication skills with the ability to coach and support team members, and build rapport across diverse stakeholders. Demonstrated ability to manage escalations with empathy, professionalism, and sound judgment, achieving timely and effective resolutions. Experience balancing leadership and operational responsibilities, supporting team members while managing an individual caseload. Strong organisational and time‑management skills, with the ability to prioritise competing demands. Familiarity with digital tools and platforms supporting service coordination and customer self‑management. Understanding of budget management, funding utilisation, and service delivery in aged care, ensuring services align with care plans and deliver value for customers. Continuous improvement mindset, with the ability to identify process gaps, share insights, and contribute to improving the coordinator and customer experience. Collaborative and team‑oriented, fostering trust, open communication, and cross‑functional problem‑solving to achieve shared goals. Knowledge of the Aged Care Act and Aged Care Quality Standards (or ability to acquire quickly). Values We Live By Put People First