Team Leader

**Introduction**:
**A little about us**:
EverAbility Group have a long and proud history of providing services for people with disability across Western Australia and Tasmania. Together, our team of nearly 200 staff and over 500 volunteers support our growing group of diverse services.
**Our services at EverAbility Group include**:
VisAbility - our specialised service supporting people with blindness or vision impairment.
Guide Dogs WA and Guide Dogs Tasmania - our iconic service raising and training life changing assistance dogs.
Kites Children’s Therapy - our early intervention support, advice and solutions service transforming the lives of children and their families living with disability or developmental challenges.
**Description**:
**About the Role**:
At VisAbility, we’re committed to empowering people with vision impairments and other disabilities to live the life they choose. We’re currently seeking a dynamic Team Leader - Client Experience Team (CET) to lead and develop a high-performing team delivering quality customer service and support across our organisation.
This is a rewarding opportunity to make a meaningful impact - by overseeing day-to-day operations of the CET, ensuring client satisfaction, and working closely with other leaders to drive continuous improvement in service delivery and business performance.
**As Team Leader, you’ll be responsible for**:
Team Leadership & Staff Development
Providing hands-on leadership and daily supervision to the CET team
Fostering a positive and engaged team culture through regular check-ins and team-building activities
Supporting the professional development and performance of team members
Contributing to recruitment and induction processes
Maintaining team procedures (Promapp) and ensuring accurate record-keeping (Penelope)
Client Service Delivery
Managing team caseloads, including personal involvement where required
Conducting initial assessments and coordinating access to appropriate services
Responding promptly to client queries and appointments in line with business expectations
Ensuring a person-centred approach in all client interactions
Contributing to the development of client-facing collateral such as brochures and website content
Compliance & Reporting
Ensuring services meet funding and contractual obligations (eg NDIS, CHSP)
Supporting grant acquittals and reporting, and contributing to funding submissions
Monitoring CET KPIs and service quality metrics
Identifying and escalating service delivery issues with suggested solutions
Community Engagement & Partnerships
Representing VisAbility at promotional events and building referral networks
In collaboration with the Business Manager - Client Services, fostering community partnerships to enhance service reach and impact
Continuous Improvement
Contributing to service development initiatives and improvement planning
Identifying and acting on opportunities for innovation in service delivery
Undertaking other duties as reasonably required within the skills and scope of the role
**Skills and Experiences**:
**Essential Skills and Attributes**:
Essential
Strong communication skills (both written and verbal), with the ability to engage effectively with clients, families, and team members
Health industry qualifications and/or experience in a similar role
Solid understanding of current philosophy, legislation, standards, and policies related to client services in both disability and aged care sectors
Commercial acumen to support decision-making and optimise service delivery
Proven ability to evaluate customer journey effectiveness and drive continuous improvement
Demonstrated capacity to foster a collaborative, high-performing team culture
Track record of achieving team and organisational KPIs
Ability to manage and support individual team members to meet or exceed performance expectations
Experience coordinating services across multiple funding streams (e.g., NDIS, CHSP), with a strong focus on compliance with grant/service requirements
Sound understanding of grant acquittal and reporting requirements
Ability to work collaboratively as part of a leadership team and contribute to organisational culture and solutions
Desirable
Previous experience in a similar role within the health, disability, or aged care sectors
Leadership experience overseeing a team of up to 10 staff across centre-based and remote service environments
Required Compliance Documents
- National Police Clearance
- NDIS Worker Screening Check
- Working with Children Check

**Benefits**:In return, you’ll enjoy a range of benefits including**:
Up to 3 days additional paid leave during year-end holiday season
Salary packaging, an opportunity to increase your take-home pay
Option to purchase additional leave
17.5% annual leave loading, where applicable
Free onsite gym access
Ongoing professional development and training
Employee Assistance Program
How to apply?
We encourage people with disability and of Aboriginal and Torres Strait Islander b