Client Services Manager

**Client Services Manager - Empower Teams, Transform Lives**

Do you have a passion for leadership, a commitment to quality client services, and the drive to create meaningful change in the lives of people living with disability? Disability Connect Victoria is seeking to employ a Full-time Client Services Manager to lead and manage our client service team, while ensuring excellence in service delivery, resulting in t positive outcomes for every individual we support.

**Why Join Us?**

At DCV, we are more than just a service provider. We are a hard working community of experienced, highly skilled and dedicated people, who live by, and instill their company values of integrity, inclusiveness, respect, wellbeing, and passion in all the work they do. We are looking for someone who shares these values and has passion for this work.

**About the Role**

As the Client Services Manager, you will report directly to, and be fully supported by, the General Manager, CEO, and your fellow executive managers. You will oversee client service delivery across all DCV programs, including community-based programs and accommodation services ensuring operational excellence, high quality standards and compliance with industry regulations, coupled with providing a positive experience for all clients and their families.

Your leadership will be key in mentoring, training and supporting a business unit comprising of Program Leaders, Team Leaders, Intake Officers, Support Workers, and Afterhours Consultants.

This is primarily an office-based, albeit flexible role, based at DCV's Warragul Head Office. The role will require regular visits to clients’ homes to provide hands-on leadership.

**What You’ll Be Doing**
- Mentoring and managing Program Leaders, Team Leaders, Support Workers, Intake Officers, and Afterhours Consultants to deliver exceptional support services.
- Oversee client services and programs, ensuring client satisfaction and full compliance with NDIS standards, TAC, WorkSafe, and all legislative requirements.
- Ensure your business unit is audit ready, adhering to incident report requirements, and performing at their best to provide excellence in customer service.

Build and maintain strong relationships with clients, families, support teams, and external stakeholders to improve and enhance service delivery.

Within your business unit, lead internal auditing, risk management, and training initiatives to uphold best practices in disability and mental health support.

**What You’ll Bring**
- A bachelor's degree or higher in a relevant field and a minimum of 5 years relevant experience in a management role (or equivalent).
- Strong leadership and coaching skills to develop and inspire a high-performing team.
- Expert knowledge of NDIS, STA, MTA, SIL and SDA, TAC, WorkSafe, complex care, mental health support, and social and community access services.
- Proven experience in staff management, quality and compliance, critical incident management and service management, within the disability sector or community services industry.
- Outstanding communication, problem-solving, and stakeholder management skills.
- A proactive, hands-on approach with the ability to manage multiple priorities in a fast-paced environment.

**Why You’ll Love Working with Us**
- Make a difference in the lives of people with disabilities by becoming a member of a Supportive, Friendly, Values-Driven Team who are committed to excellence.
- Ongoing Professional Development, with training and career growth opportunities.

This executive management position attracts a competitive salary, as well as options for novated vehicle leasing to further maximise your take home pay.

If you are a passionate and experienced manager and leader who is looking for a change and a rewarding role, we would love to hear from you Please submit your resume and a cover letter outlining your experience and suitability for this position.

Pay: $40.00 - $45.00 per hour

Expected hours: 38 per week

Schedule:

- Monday to Friday

Work Location: In person