Client Services Manager

Flexible working environment
- NFP salary packing - $18,550
- Corporate Health Insurance discount

At Southern Cross Care WA we help people live extraordinary lives every day, connected to communities. As a provider delivering care, support and accommodation for West Australians in greatest need, our purpose is clear, and our passion is strong.

Southern Cross Care WA is a place where you can have an extraordinary impact, make an extraordinary difference, and be appreciated for extraordinary contributions.

We hope you will join us and become one of the people who make Southern Cross Care WA an extraordinary place to be.

**About the role and where you will be working**:
Southern Cross Care WA is seeking a dedicated and experienced Client Services Manager to lead the delivery of high-quality, contemporary care and support within our Home Care services. This pivotal role is responsible for driving excellence in customer service, ensuring care and quality outcomes are achieved within program parameters, and optimising the utilisation of the Client Care Team to meet business objectives, including service growth and client satisfaction.

The Manager will oversee the consistency and performance of lead management, client growth, onboarding, and care planning for Home Care clients across the Perth Metropolitan area, Southwest region, and Broome. As a key leader, the Client Services Manager holds accountability for the reputational, operational, and financial success of SCCWA’s Home Care services. This is a full time position based in Rivervale with the opportunity to work from home 2 days per week.

**We’ll also be asking you to**:

- Lead and optimise client care operations across Wellness Partners, Service Coordinators, and the Client Engagement team to ensure seamless service delivery.
- Monitor and manage budgets, ensuring financial performance aligns with key performance indicators and service delivery goals.
- Ensure compliance with Aged Care Quality Standards and relevant legislation, maintaining high standards of care and operational governance.
- Foster a high-performing team, providing leadership, coaching, and professional development to direct reports.
- Collaborate with internal and external stakeholders, including clients, families, and partner organisations, to align service delivery with client needs.
- Drive strategic initiatives, supporting quality improvements and business growth through effective planning and policy implementation.

**About you**:
**To be considered for this role, you’ll need**:

- Proven ability to lead and inspire teams, foster collaboration, and drive results in a home care setting.
- Demonstrated budgeting and financial management skills, with experience in overseeing operations, managing resources, and ensuring compliance with regulations.
- Minimum of 5 years’ experience in community or aged care management or a related program.
- Tertiary qualification in management, healthcare, or an equivalent field.
- Exceptional written and verbal communication skills, with the ability to build and maintain strong relationships.
- Proven ability to identify and resolve issues effectively, escalating as needed.
- Ability to drive change and business improvements in a collaborative manner.
- Demonstrated ability to identify, assess, and mitigate risks associated with home operations.
- Commitment to ensuring a safe environment for clients, staff, and visitors.
- Ability to work with key financial performance indicators and deliver quality services within budget.
- Strong understanding of Home Care aged care operations, relevant legislation, and industry best practices.
- Proficiency in Microsoft Office Suite or similar software.

**Working with us**:
At Southern Cross Care WA, we are committed to being an employer of choice. As well as providing a positive and supportive environment, we also offer the following benefits:

- Not-for-profit salary packaging options of up to $15,900 for general living expenses and $2,650 for entertainment benefits.
- Corporate Health Insurance with HBF
- Free employee assistance program
- A diverse range of services which allows professional development and growth
- Paid Parental Leave
- Annual leave starting at 4 weeks (full time)
- Carers / personal leave
- Service Awards for long standing employees
- Flexible working environment

**How to apply**:

- A completed pre-employment health questionnaire
- NDIS Worker Screening Check: Hold a satisfactory NDIS Worker Screening Check.
- Current WA Driver’s Licence.
- All relevant vaccinations for the role, including annual flu vaccination.

**About us**:
Established over 50 years ago, Southern Cross Care WA is a purpose-driven, not-for-profit organisation contributing to social, health and economic development in WA. We do this by enabling the delivery of integrated services in our community for the increasingly complex health, care and accommodation needs of our aging population and those living with mental i