Client Experience Manager

At McLean Care, we are proud to support older Australians to live rich and fulfilling lives within their homes and communities. As a leading not-for-profit aged care provider with a strong legacy of over 65 years, our values of compassion, dignity, and respect sit at the heart of everything we do.

We are currently seeking a passionate and experienced Client Experience Manager to join our Home and Community Services team. This is a unique opportunity for a strategic and people-focused leader to champion exceptional client outcomes, drive innovation in service delivery, and lead a multidisciplinary team dedicated to making a meaningful difference each day.

**About the role**:
As our Client Experience Manager, you will champion excellence in service delivery by integrating data insights into every facet of our operations. We’re seeking someone who understands that client experience is deeply rooted in data-driven expertise—where meaningful, high-quality care is built on robust workforce planning, accurate reporting, and evidence-based decision-making.

Leading a multidisciplinary team of Intake Officers, Rostering Coordinators, and Reception staff, you will foster a high-performing, supportive culture that ensures we have the right people, in the right place, at the right time—every time.

This dynamic role blends strategic oversight with hands-on operational coordination, ensuring that every client interaction is underpinned by strong data analytics, reliable systems, and proactive workforce management. Your expertise will directly influence our 24/7 service model, ensuring that we deliver seamless, high-quality, and person-centred care that consistently exceeds expectations.

**Key Responsibilities**:
**Strategic Workforce Planning and Data Analytics**
- Develop and implement data-driven workforce plans that align with service demand, compliance, and operational objectives.
- Oversee end-to-end forecasting, scheduling, and rostering within a complex 24/7 care environment.
- Utilise systems such as OneTouch, UKG, and Riskman to deliver real-time insights into workforce utilisation, turnover, productivity, service gaps and recruitment forecasting.
- Identify, analyse, and address reporting gaps to drive continuous improvement and evidence-based decision-making.

**Client-Centred Service Delivery**
- Ensure the delivery of responsive, person-centred services that respect each client’s goals, preferences, and rights.
- Foster a culture of empathy and respect in every client interaction.

**Leadership and Team Development**
- Lead, coach, and develop a high-performing team of Intake Officers, Rostering Coordinators and Reception staff.
- Promote a values-driven, inclusive, and supportive workplace culture.

**Operational Excellence and Stakeholder Engagement**
- Collaborate with internal teams and external partners to ensure integrated, seamless service delivery across the region.
- Translate strategic objectives into actionable operational plans that elevate client outcomes.

**Governance and Compliance**
- Ensure services are delivered in accordance with all regulatory and organisational requirements.
- Maintain accurate documentation, support audit readiness, and proactively manage risks.

**About you**:
You are a data-driven leader who thrives in a dynamic, high-volume environment. You combine a strategic mindset with the ability to roll up your sleeves and dive deep into analytics—translating complex data into actionable insights that deliver real impact for clients and staff.

**What You’ll Bring**:

- Proven experience in workforce planning and analytics, ideally within a complex model, with a track record of balancing client needs and achieving financial targets.
- Strong skills in developing, interpreting, and presenting workforce reports, with a focus on identifying service gaps and implementing data-driven strategies to optimise performance and service delivery.
- Demonstrated ability to lead, mentor, and develop high-performing teams—fostering a culture of collaboration and continuous improvement that aligns with organisational values.
- A passion for client-centred excellence, continuous improvement, and operational efficiency, ensuring that every client interaction is underpinned by robust systems and insights that deliver consistent, high-quality care.
- Exceptional communication and stakeholder engagement skills, with the confidence and credibility to collaborate effectively with multidisciplinary teams, internal stakeholders, and external partners.

**Essential Criteria**:

- Tertiary qualifications in health, community services, aged care, or a related field.
- Current Australian driver’s licence and access to a registered, insured vehicle.

**Highly Desirable**:

- Proficiency in workforce management systems such as OneTouch, UKG, Riskman, or similar.
- Understanding of applicable awards, compliance obligations, and rostering processes.

**We Offer**:

- Competitive salary: $120,000 per annum