Client Services Officer

**Job description**

**Join Our Client Services Team - Make an Impact Every Day**

Connecting Care Support Services (CCSS) is seeking a dynamic, experienced, and compassionate Client Services Officer & Team Leader to lead our growing Client Services team. If you are a natural leader who thrives in a fast-paced, purpose-driven environment and you're passionate about empowering individuals with disabilities, we want to hear from you.

**About us**

Connecting Care Support Services is a trusted and accredited NDIS provider dedicated to delivering individualised, person-centred care that promotes choice, independence, and community inclusion. We pride ourselves on fostering a workplace culture built on collaboration, compassion, and professional excellence.

Our Client Services team is at the heart of our organisation—supporting participants, families, and support workers to ensure quality outcomes and seamless service delivery.

**About the Role**

As the Client Services Team Leader, you will provide hands-on leadership and operational support to a team of experienced Client Services Officers (CSOs). This role is responsible for ensuring service delivery excellence, maintaining compliance standards, managing team performance, and supporting the evolving needs of our NDIS participants.

You will report to the Operations Manager to ensure the smooth running of day-to-day operations.

**Key Responsibilities**
- Team Leadership & Staff Development
- Provide daily supervision, guidance, and support to CSOs.
- Conduct regular 1:1 check-ins, team huddles, and performance reviews.
- Promote a positive, inclusive, and accountable team culture.
- Support professional development through mentoring and training.
- Client Services & Stakeholder Engagement
- Act as the escalation point for complex client concerns and service issues.
- Support CSOs to maintain high standards of customer service and client engagement.
- Build and maintain strong relationships with clients, families, carers, and external providers.
- Compliance & Administration
- Oversee client documentation including service agreements, support plans, case notes, incident reports, and risk assessments.
- Ensure timely data entry and NDIS reporting compliance.
- Monitor WHS and quality assurance standards in line with the NDIS Practice Standards.
- Performance Management & Quality Improvement
- Lead performance and conduct management processes in collaboration with HR.
- Identify service delivery gaps and implement solutions for continuous improvement.
- Participate in internal audits and contribute to policy and procedure updates.
- Collaboration & Communication
- Liaise regularly with rostering, finance, onboarding, and service delivery teams to ensure coordinated service provision.
- Champion a collaborative approach to achieving participant goals and organisational KPIs.

**About You**

You are a compassionate, detail-oriented, and motivated leader who brings a mix of empathy, strategic thinking, and a drive for excellence. You’re adaptable and thrive in a dynamic, high-demand environment where no two days are the same.

**Essential**:

- Proven experience in a leadership or supervisory role (within the disability, community, or aged care sectors preferred).
- Certificate III or higher in Individual Support, Disability, Community Services, or related field (or willingness to obtain).
- Demonstrated knowledge of the NDIS framework and person-centred practice.
- Exceptional interpersonal, written, and verbal communication skills.
- Strong problem-solving ability and emotional intelligence.
- High level of computer literacy (CRM systems, MS Office, reporting tools).
- A current Australian Driver’s Licence
- First Aid & CPR Certificate (or willingness to obtain).
- Current Blue Card & Yellow Card (or NDIS Worker Screening Check or willingness to obtain)

**Desirable**:

- Certificate IV or Diploma in Leadership and Management.
- Familiarity with workforce planning and rostering systems.
- Experience managing service delivery across diverse cultural backgrounds.

What’s In It **For You**?

Competitive salary with performance incentives

Supportive, inclusive team culture that values your contributions

Ongoing professional development opportunities

Opportunity to lead a growing, passionate team making real impact

Wellbeing perks and work-life balance support

Career pathway opportunities within a growing organisation

**How to Apply**

Submit your resume and a brief cover letter outlining your suitability for the role. Applications will be assessed as they are received.

**Job Types**: Full-time, Casual

Pay: $33.00 - $45.00 per hour

Expected hours: 38 per week

Schedule:

- 8 hour shift

Work Authorisation:

- Australia (preferred)

Work Location: In person