Client Service Manager

**Job no**: 497171
**Work type**: Full time
**Location**: Perth CBD, Inner & Western Suburbs
**Categories**: Professional Role

Are you passionate about delivering exceptional customer service and making a difference in the lives of older Australians? Join Amana Living as a Client Service Manager (CSM) and be the first point of contact for our clients, ensuring they receive the highest level of care and support to continue living independently in their own homes.

**About the Role**

As a Client Service Manager, you will build and maintain strong relationships with clients and their families, ensuring they receive the best possible service and support. You will oversee all aspects of service delivery, working closely with internal teams to meet each client’s individual needs.

**Key Responsibilities**
- Act as the primary contact for clients and their families, providing accurate and timely information about available services.
- Manage and document client feedback, ensuring concerns are addressed in line with Amana Living’s Feedback Policy & Procedure.
- Conduct regular wellness visits, client contacts, and annual reviews to optimise care and support.
- Develop care plans aligned with ACAT/NSAF assessments and client goals, working collaboratively with clinical and allied health teams.
- Ensure care plans are reviewed and updated at least annually or as care needs change.
- Manage client budgets effectively, ensuring appropriate service delivery while preventing deficits or surpluses.
- Maintain accurate budget planners, updating them as services or funding levels change.
- Conduct face-to-face visits and client contact as per current procedure

**About You**

You are an empathetic and customer-focused professional who thrives in a dynamic environment. Your ability to provide exceptional service and coordinate resources effectively will ensure clients receive the best possible support.

**Key Competencies & Behaviours**

Strong customer service skills with the ability to meet individual client goals through tailored services.

Proven track record of exceeding customer expectations with consistency, timeliness, and responsiveness.

Excellent time management and organisational skills, with the ability to multitask and meet deadlines.

Proficiency in Microsoft Office and the ability to quickly learn other software programs.

Passion for working with older people and enhancing their quality of life.

**Essential Requirements**

Evidence of COVID-19 and current Flu vaccinations.

Ability to obtain a National Police Clearance (within 6 months validity).

Successful completion of pre-employment health checks and reference checks.

Valid Class C driver’s licence.

Reliable vehicle with full comprehensive car insurance.

Desirable: Certificate IV in Community Service Coordination, Enrolled Nurse (EN) or Registered Nurse (RN) qualification.

Willingness to complete a 5-day (paid) induction at the Amana Living Training Institute (ALTI) in Rivervale

**Why Join us?**

Competitive Remuneration & Benefits

Salary Packaging

School Holidays Childcare Assistance

Discounted Health Insurance

**At Amana Living**, we value diversity and welcome applicants from all backgrounds, including those who identify as living with disability, are Aboriginal or Torres Strait Islander, or members of the LGBTIQA+ community.

Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care homes, transition care programs, retirement living villages, home care, day care, respite, and dementia-specific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

Our vision is a community where every older person is honoured and valued. Our mission is together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our values are compassion, collaboration, curiosity, inclusion and trust. Amana Living is proud to lead in reforms that benefit our workforce, caring for those who care for a career.

**Advertised**: 08 May 2025 W. Australia Standard Time
**Applications close**:
**Position Description