Service Excellence Leader

2 weeks ago

The Hills Shire Council, Australia beBeeLeadership Full time $90,000 - $110,000
Service Excellence Leader

We are seeking a highly skilled Service Excellence Leader to join our team. As the primary point of contact for Support Coordination, you will play a pivotal role in ensuring exceptional client outcomes and operational efficiency.

Key Responsibilities:
  • Develop and implement strategies to enhance process efficiencies, focusing on caseload management and key performance indicators (KPIs).
  • Lead a high-performing administration team, providing guidance on performance metrics, customer trends, and satisfaction.
  • Stay up-to-date on legislative and regulatory reforms, industry trends, and sector developments to inform business planning and organisational response.
  • Foster a culture of continuous improvement and organisational development across service areas.
About You:
  • A relevant tertiary qualification and experience managing complex services with diverse clients.
  • Effective leadership skills, managing workplace culture, performance, and handling complaints and concerns.
  • An understanding of the NDIS industry, legislation, regulations, standards, and trends.
  • Strong data analysis and interpretation skills, preferably with high proficiency in Microsoft Excel.
  • Excellent communication skills, experienced in consulting with people with disabilities, their families, and other providers.
  • Experience in operational management and financial reporting.
  • A proven ability to manage change and foster a high-performance culture.

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