Team Leader

Be part of the exciting expansion of our services
- Passionate, supportive team
- Full salary packaging available in this established not for profit

Are you an experienced Team Leader with demonstrated experience in customer service?

Do you have working knowledge of the NDIS legislation and framework?

Are you passionate about making a difference in the lives of people living with a disability?

Maxima are expanding their NDIS services and have exciting new opportunities in our **Prospect **office.

Your demonstrated experience leading a team and your knowledge of the NDIS Framework will allow you to help Maxima grow our NDIS service offering. You will play an important role in our customer service provision, acting as the first point of contact in your locality for all customer enquiries and fostering a culture of customer-centric service excellence in your NDIS team. You will use your understanding of the NDIS and Maxima to actively promote our services to customers and other key stakeholders in the disability sector, in order to assist with growing our customer base. You will also provide day to day leadership to the local NDIS team working closely with the local Site Manager, Business Manager and centralised business unit managers, to provide coaching, mentoring and support to the NDIS team

Joining the team at an exciting development stage, your ability to work outside the box and be involved in networking events, meetings and 1:1 engagement will help grow a thriving service offering for Australians living with disability.

**Your Responsibilities**

In this role, you will:
Customer Service and Relationships
- Work with managers and marketing to identify potential opportunities for expanding Maxima’s reach and potential customer pipeline in the NDIS sector (grow our business)
- Build a strong and respected local network of relevant service providers in the community
- Acting as the first point of physical contact for new Customers, referrals for the locality
- Establish and nurture positive relationships with all Maxima staff and external stakeholders
- Assist Customers to obtain an NDIS plan
- Liaise with NDIS Local Area Coordinators
- Follow up on compliments and complaints from Customers, escalating complaints as required to the appropriate manager
- Collaborate with the Customer Liaison Officers to onboard new customers
- Provide support with scheduling as required
- Assist with complex NDIS queries, escalating to the manager as required
- Assist with driving a culture which is based on customer’s choice and control

People and Culture
- Provide day to day leadership for the NDIS team in your locality
- Induct and orientate new team members
- Monitor caseloads, making sure work loads are distributed appropriately and individuals are meeting targets
- Ensure risk assessments are undertaken and incidents are reported
- Escalate performance management concerns to the relevant manager
- Assist with recruitment of new team members as requested by the relevant manager
- Approve timesheets, review annual leave requests

Organisational
- Making sure all reporting and case notes are completed within the appropriate timeframes
- Ensuring all billable hours are captured and claimed
- Participating in safeguarding investigations as required
- Approving expenses within the delegation of authority
- Ensure team members maintain appropriate professional boundaries
- Make sure private and confidential information is handled appropriately
- Ensure stocks of marketing materials are maintained
- Ensure adherence to WHS policies and procedures.
- Communicate with local Site Manager, Facilities and WHS to ensure your team is able to work effectively and safely.

**You Have**
- Experience leading a team of local staff
- Demonstrated experience working independently and autonomously, with the ability to solve problems
- A working knowledge of the NDIS legislation and framework, and relevant state based legislation
- Evidence of approved ATAGI COVID Vaccinations, or a valid exemption. as required from the relevant government health authority
- A current National Police Clearance, Working with Children Check and NDIS Worker clearance
- A current unrestricted driver licence and access to a car
- Ability to undertake some intrastate and interstate travel if required

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**You might also have**:

- Experience with Lumary
- Minimum of a Cert IV in Disability, Mental Health or Community Services, or other health related field
- NDIS Worker Induction Module

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**We have**:

- Access to full not for profit salary packaging
- Supportive work environment with passionate people

**About Us**

Maxima Group is a national not-for-profit organisation with a diverse approach to supporting our communities. Starting as a group training organisation, we’ve grown over the last 35 years into a recruitment and development one-stop-shop for everyone in our communities. Having led that growth with a strong focus on disability inclus