Service Delivery Manager

3 weeks ago

Eight Mile Plains, Queensland, Australia Cocoon Group Services Full time
Job Title: Service Manager

We are seeking a highly skilled and experienced Service Manager to lead our operational teams and ensure that our services reflect the needs of our customers and deliver high-quality outcomes.

About the Role

The Service Manager will be responsible for:

  • Leading operational teams to ensure services meet customer needs and deliver agreed quality outcomes
  • Handling and resolving client queries
  • Developing strategies for the improvement of service delivery
  • Leading and educating client services staff
  • Maintaining business relationships with stakeholders
  • Managing staff and data/records
  • Ensuring the health and well-being of staff and participants
Main Responsibilities

The Service Manager will be responsible for:

Client Intake and Assessment & Support
  • Providing rostered hands-on supports with participants
  • Facilitating the intake and assessment of new clients
  • Negotiating funding and service arrangements
  • Developing support plans for each individual
  • Ensuring strength-based approaches and least restrictive practices
Staff Management
  • Ensuring the coordination, guidance, support, and performance management of staff members
  • Adequate staff rostering as per client needs
  • Committing to and leading positive behaviour support strategies
  • Ensuring staff performance is in line with organisational objectives
Data and Records Management
  • Complying with legislative and administrative requirements
  • Ensuring information and data collected is accurate and up-to-date
  • Providing reports as requested
Requirements

The ideal candidate will have:

  • STA, MTA, and SIL experience
  • Service management experience
  • Min 3 years NDIS Service Delivery experience
  • In-home and Community Participation coordination experience
  • Excellent rostering and time management skills
  • Essential stakeholder relationships and communication skills
What's in it for you?

We offer a competitive remuneration package, flexible work arrangements, and the opportunity to make a real impact in the lives of our customers.

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