Support Service Manager

2 weeks ago

Brisbane, Australia Adventure Support Full time

We’re looking for an experienced and passionate **Support Service Manager** to lead, mentor, and coordinate our support team, ensuring high-quality, person-centred services for our NDIS participants.

**About the Role**

As our Support Service Manager, you’ll play a key leadership role in overseeing day-to-day operations, staff support, participant engagement, and service delivery outcomes. You’ll work collaboratively with team members and participants to uphold our commitment to respectful, empowering, and high-quality support.

This is a Work-From-Home (WFH) position with the intention to transition into a hybrid role (mix of remote and in-person responsibilities) in the near future.

**Key Responsibilities**
- **Team Management**: Hiring, training, rostering and performance management of support staff.
- **Lead Generation**:Building and maintaining strong relationships with coordinators to nurture the possibility of onboarding new clients. Keeping in contact with current coordinators and offering available services, programs and respite opportunities
- **Customer Satisfaction**: Ensuring timely and effective assistance to customers, addressing escalated issues, and implementing strategies to improve client experience.
- **Performance Monitoring**: Tracking key metrics related to customer satisfaction, resolution times, and employee performance.
- **Strategy Development**: Developing and implementing client service strategies, policies, and procedures to meet business needs.
- **Problem Solving**: Identifying and resolving technical issues, as well as handling client inquiries and complaints effectively.
- **Budget Management**: In some cases, managing budgets for projects or events.
- **Team culture**:Building a strong team culture to ensure staff feel well supported in their role and enhance staff retention
- **Relationship Building**: Building and maintaining strong relationships with clients, families and support coordinators
- **Onboarding new clients**:Responsible for onboarding new clients and creating a support plan that reflects goals. May involve traveling to meet clients out or in their homes.
- **Technology and systems**:Develop and improve routines, systems and service delivery approaches
- **After-hours**:Must be available for after hours support needs as required
- **Compliance**:Must have a strong understanding of NDIS compliance and ability to monitor and respond to incidents risks and compliance requirements

**Requirements**:

- Previous experience in disability services, case coordination, or team management
- Strong knowledge of the NDIS framework and person-centred practices
- Excellent communication, problem-solving, and leadership skills
- Ability to work independently and make sound decisions
- NDIS Worker Screening, Working With Children Check, First Aid/CPR
- Driver’s License and reliable vehicle
- Ability to respond to occasional after-hours situations (phone-based or urgent response)

**Why Join Us?**
- Supportive, collaborative team culture
- Make a direct impact in the lives of participants and staff
- Stable, part-time permanent role with flexibility
- Opportunity to lead with purpose and passion

**To Apply**:
For more information, contact: +61 401 932 606

**Job Types**: Part-time, Permanent

Pay: $45,000.00 - $50,000.00 per year

Expected hours: 20 per week

Schedule:

- On call
- Shift work

Supplementary Pay:

- Overtime pay

Work Location: In person

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