Team Leader Client Experience
vor 3 Wochen
Join to apply for the Team Leader Client Experience role at Kingston City Council Full time permanent opportunity Band 7 $110,488 - $123,778 per annum (dependent on experience) plus superannuation Location: Mentone About the Team AccessCare supports older people, people with disabilities, and those with complex needs to live safely and independently at home. Funded by the Commonwealth and Victorian governments, AccessCare provides community care, case management, and support programs across the municipalities of Kingston, Bayside, Glen Eira, Stonnington, and Port Phillip. AccessCare is committed to setting the benchmark for quality and innovation in community care. About This Opportunity We are seeking a dynamic and experienced Team Leader Client Experience to oversee our dedicated intake and customer service teams. This pivotal role ensures consistent, high‑quality onboarding of new consumers, while driving a culture of empowerment, wellness, and consumer choice. As part of the Leadership Team, you’ll play a critical role in implementing strategic initiatives, enhancing client experiences, and adapting to sector reforms in aged and disability care. What You’ll Deliver Manage and inspire the Client Experience Team, supporting Intake Care Partners, Access Officers, and Customer Service Officers. Oversee smooth, responsive onboarding and ensure compliance with funding, eligibility, and quality standards. Develop and monitor KPIs, ensuring continual improvement and alignment with organisational goals. Collaborate across teams to identify service improvements and contribute to business growth. Assess service data, report on trends, and support strategic planning and marketing initiatives. Represent AccessCare in forums and stakeholder groups to promote service excellence and innovation. What You’ll Bring Tertiary qualifications in Allied Health or Behavioural Sciences. Proven leadership experience within aged care, disability, or community services. Strong understanding of customer service operations and compliance frameworks. Exceptional communication, critical thinking, and problem‑solving skills. Ability to drive and motivate staff through change, ensuring quality outcomes. Familiarity with Carelink+ or similar client management systems is desirable. Commitment to supporting AccessCare’s vision of empowering people to live well and independently at home. Application Instructions To apply, please submit your resume and a cover letter outlining your experience and how it relates to the role. All applications must be submitted online through our careers portal. We do not accept applications or inquiries from recruitment agencies. Equal Opportunity Statement Kingston Council is an equal opportunity employer, committed to reconciliation and being a child‑safe organisation. We support adjustments throughout the recruitment and selection process, and we are dedicated to attracting, retaining, and developing people of all genders, ethnicities, sexual orientations, abilities, and ages. Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. Legal Requirements To be considered for this role, applicants must have the legal right to work in Australia. #J-18808-Ljbffr
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