Senior Service Coordination Manager

HomeMade, Mable, Leap in and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us : We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care We believe in technology as an enabler We're driven by helping customers attain better outcomes This position is part of the HomeMade team. About HomeMade HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams. Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds. By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You'll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others. To find out more, visit / About the role As Senior Care Coordination Manager at HomeMade, you'll play a pivotal role in shaping an exceptional customer experience. You'll lead, coach, and inspire a high-performing team of Service Coordinators and Provider Specialists, driving operational efficiency, accuracy, and customer satisfaction, all while fostering a culture of continuous improvement and excellence. You'll be the go-to escalation point, collaborating closely with the Head of Customer Operations and other key stakeholders to refine processes, policies, and the overall client journey. Using data-driven insights, customer advocacy, and strong leadership, you'll ensure HomeMade consistently delivers high-quality, compliant, and customer-first outcomes that reflect our mission, values, and commitment to making a real difference in people's lives. Key Responsibilities Team Leadership & Development Lead a high-performing team : Manage, coach, and mentor Service Coordinators and Service Provider Specialists to meet individual and collective performance targets (KPIs). Foster a strong culture : Build an environment of accountability, continuous learning, and customer focus. Manage team performance : Conduct regular reviews, provide feedback, and plan for future team expansion aligned with business growth. Operational Excellence & Process Improvement Optimise workflows : Continuously review, enhance, and streamline coordination and service provider processes to improve efficiency, meet customer expectations, and ensure provider obligations are met. Drive cross-functional synergy : Identify and improve ways of working with other departments to support the team's success and fill last-minute customer service jobs effectively. Advocate for improvement : Use data and 'Voice of the Customer' feedback to identify trends and propose process and service improvements to the wider business. Service Coordination & Quality Oversee service delivery : Ensure best practices and available technology are used for scheduling, handling last-minute changes, and resolving complex customer escalations. Monitor and coach quality : Conduct call monitoring and trend analysis to evaluate the customer journey and provide real-time coaching and support. Ensure compliance : Work with the Head of Customer Operations to ensure all service schedules and processes align with business guidelines and Aged Care Quality Standards Commercial Management & Utilisation Maximise funding utilisation : Oversee the management of fully managed customers' funding to ensure funds are maximised, spent according to guidelines, and aligned with individual care plans. Drive commercial efficiency : Identify and implement efficiencies to sustain and improve service margins and profitability. Ensure Provider Compliance : Support provider onboarding and manage compliance with the Government Provider Management System registration. Skills, Knowledge, and Experience 3+ years of proven leadership and coaching experience managing a team in a service coordination or scheduling (ideally in aged care, health, or community services). Proven ability to manage day-to-day scheduling and coordination operations to meet service delivery targets, drive efficiency, and maintain compliance. Track record of driving team performance through coaching, feedback, and clear goal-setting to achieve operational and customer outcomes. Experienced in managing escalations, applying sound judgement to balance customer needs, provider obligations, and organisational priorities. Strong understanding of operational process improvement and customer service best practices. Excellent skills in managing complex escalations and resolving issues effectively. Strong analytical and problem-solving skills, with the ability to interpret data and metrics to assess team performance, identify trends, and drive continuous improvement initiatives. Continuous improvement mindset, with experience reviewing processes, implementing efficiencies, and enhancing customer and provider experiences. Strong interpersonal and communication skills to influence stakeholders, build trust and collaborate effectively across teams and with external stakeholders. Familiarity with aged care funding models, compliance obligations, and the Aged Care Quality Standards (Highly Regarded). Proficient in CRM or scheduling systems (e.g., Salesforce or similar platforms) and confident in leveraging technology to improve service delivery. The values we live by Put People First ???? People and relationships matter most. Foster Freedom ?? Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions. Do The Right Thing ?? Be fair, honest, open, ethical, and transparent. Be Bold ?? With a vision to imagine and create a brighter future. Our benefits Power your career ?? Learn from industry experts, experienced leaders, and on-the-job opportunities. Access parental leave ?? Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation. Work with flexibility ?? We're a hybrid workplace, balancing time in the office with remote work. Flexi Leave Days ?? Get one extra paid leave day per quarter for what makes you happy. Take a floating public holiday ???? Acknowledge a significant day your way with family and friends. Be rewarded ?? Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program. We are one As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. If this role has stood out to you but you don't feel like you 'tick all the boxes,' we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation #J-18808-Ljbffr