Helper Experience Manager

Come and join Australia's most innovative and dynamic home health organisation

About us

Hi there We're Five Good Friends, and we're an approved aged care and registered NDIS service provider. We help our clients (we call them Members) live vibrantly in their own homes by wrapping a care team around them and their families. Our software coordinates in the background so our teams can do their best work.

Good people using friendly software is how we do care differently and why we're invited back into the homes of our Members - over 30,000 times a month. More and more people are choosing Five Good Friends, and we want to help them.

About the Role

We're seeking a Helper Experience Manager to lead the strategy and operations that shape the experience of our Independent Contractor Helper workforce, who provide essential aged care and disability support in members' homes. Overseeing teams across rostering, recruitment and onboarding, and capability development, this role ensures Helpers are engaged, supported, and equipped to deliver high-quality care. Reporting to the Head of Care Operations, the Helper Experience Manager will drive initiatives that enhance satisfaction, retention, and performance, while maintaining compliance with legislation and championing innovation through the Helper App.

The core responsibilities of the role include:

• Shape and deliver strategies that strengthen Helper engagement, satisfaction, and long-term retention.
• Champion the Helper App as the central platform for communication, training, feedback, and community connection.
• Lead and inspire three operational teams – Rostering, Recruitment & Onboarding, and Helper Capability – ensuring alignment with organisational goals.
• Drive team performance by setting clear KPIs, coaching leaders, and fostering an inclusive, collaborative, and high-performing culture.
• Oversee daily rostering operations, ensuring urgent and last-minute shifts are filled promptly with the right skills and availability.
• Collaborate with Operations Analysts and Care Teams to balance workforce supply and demand, and align Helper availability with care plans.
• Maintain compliance with Aged Care, Fair Work, and Migration legislation, while safeguarding the integrity of the Independent Contractor model.
• Listen and respond to Helper feedback by monitoring NPS and engagement data, implementing initiatives that enhance the overall Helper experience.
• Analyse churn, retention, and workforce trends to inform continuous improvement strategies.
• Lead improvement projects across recruitment, onboarding, rostering efficiency, and capability development to strengthen workforce outcomes.

Do you have what it takes?

• Experience in customer experience, workforce management, recruitment, rostering, or operations in healthcare, aged care, or disability services.
• Proven ability to lead cross-functional teams and improve contractor or employee experience.
• Familiarity with scheduling platforms, CRM systems, and L&D tools.
• Understanding of regulatory frameworks affecting aged care and gig economy workers.
• Qualifications in business, health services management, human resources, or a related field.
• Strong leadership and team management skills.
• Excellent communication and stakeholder engagement abilities.
• Strategic thinker with a hands-on, solutions-focused approach.
• Empathy and understanding of the aged care and disability support workforce.
• Data-informed decision-making and comfort with operational systems.
• Strong understanding of compliance frameworks and contractor governance.
• Values that naturally align with Five Good Friends' values and mission.
• Unlimited working rights in Australia.
• A successful National police check, or willingness to apply.

What's in it for you?

• The way we work and the perks we offer are designed to help you live a fulfilling life. The work we do is meaningful, and the problems we solve are interesting.
• A competitive salary package that will recognise your skills and experience.
• Flexible work options – this role is based in the head office in South Brisbane, however flexibility to work from home a few days per week can be provided.
• Annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work.
• On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave.
• Access to our employee assistance programme, where you can receive free confidential and professional counselling.
• Parental leave benefits – All caregivers who are eligible for the government's paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave.
• One free Five Good Friends membership plan, which covers the Care Management fees. This can be used for a loved one who is supported by Five Good Friends.
• Working for a company that has an employee engagement score that is 17% higher than the industry average, and 7% higher than the top 25% industry average (we are actually a great place to work).
• And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid.

Find out more about Five Good Friends here: 5 good friends

How to Apply

If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity. Please include your CV and a cover letter in your application, telling us a bit about yourself and your suitability for this role within our organisation.

We respectfully request no communication from external agencies or recruiters.

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years of people management experience do you have?
• Do you have a current Police Check (National Police Certificate) for employment?

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